Retention Team Lead

HUB International•Des Plaines, IL

About The Position

The Retention Team Lead serves as a front-line leader within VIU's Personal Lines Retention function, providing day-to-day guidance, coaching, and support to Retention agents. This role bridges individual contributors and Retention Supervisors, serving as a subject matter expert who leads by example through side-by-side coaching, real-time performance support, and quality monitoring. The Team Lead drives team performance by identifying coaching opportunities, providing immediate feedback, reinforcing retention strategies, and ensuring adherence to quality standards while maintaining personal production goals.

Requirements

High school diploma or equivalent required
3-5 years of insurance industry experience (Property & Casualty preferred)
2+ years as a top-performing Retention agent or similar customer service role with demonstrated success achieving retention goals
Experience providing informal coaching, mentoring, or training to peers
Strong understanding of personal lines insurance products (auto, home, renters, umbrella)
Excellent communication skills with ability to provide constructive feedback
Proven ability to manage multiple priorities while maintaining personal performance
Self-motivated with desire to develop leadership skills
Active Property & Casualty insurance license required
Strong understanding of customer retention strategies, save techniques, and objection handling specific to insurance
Deep knowledge of personal lines insurance products including coverage options and rating factors
Skilled in providing real-time coaching and feedback in a call center environment
Ability to monitor calls for quality, compliance, and customer service excellence
Understanding of call center metrics including retention rate, save rate, and customer satisfaction
Proficiency with CRM platforms, quality monitoring systems, and call center technology
Strong interpersonal skills with ability to motivate and build relationships with team members
Time management skills to balance personal production with coaching and leadership responsibilities
Positive attitude with desire to help others succeed and contribute to team culture

Nice To Haves

Associate's or Bachelor's degree in Business, Communications, or related field preferred
Previous Team Lead, Senior Agent, or informal leadership experience
Experience in call center or high-volume retention environment
Familiarity with quality monitoring tools and call center technology
Track record of consistently ranking in top tier of team performance

Responsibilities

Provide daily coaching and real-time feedback to Retention agents through call monitoring, side-by-sides, and performance observations
Conduct call reviews and quality assessments to identify coaching opportunities and skill development needs
Lead team huddles, share best practices, and reinforce retention strategies and save techniques
Mentor new team members and provide onboarding support to accelerate ramp-up
Serve as subject matter expert and escalation point for complex customer situations
Monitor individual agent performance against KPIs including retention rate, save rate, call quality, and customer satisfaction
Review calls for compliance with scripts, quality standards, and regulatory requirements
Celebrate team wins and recognize high performers to drive motivation and engagement
Lead by example by maintaining personal retention goals and demonstrating best-in-class retention techniques
Assist Supervisor with scheduling, time-off coverage, and real-time adherence monitoring
Track and report on team performance metrics and coaching activities
Identify process gaps and recommend improvements to Supervisor and leadership
Handle retention calls and customer interactions as needed to support team volume