Insurance Service Manager

Since its creation in 1902, AAA has become one of North America’s largest membership organizations. Today, AAA Hoosier provides roadside assistance, travel services, exclusive member discounts and benefits, and trusted financial and insurance services to nearly 400,000 Hoosiers. To learn more about AAA Hoosier offers, visit

• A company culture that provides training and learning opportunities.
• A brand that you can be proud to be part of.
• A culture that will challenge you to be your best.
• Health / Dental / Vision benefits.
• Paid Time Off.
• Paid Holidays.
• Corporate Incentive Plan (CIP)
• Company provided LTD & Basic Life Insurance.
• Service Anniversary Recognition.
• Free AAA Plus Membership.
• Generous 401k w/ company match.
• Company provided HSA dollars.

As a membership organization first, you are responsible for leading and coaching a team of licensed service and retention insurance agents to deliver an outstanding experience while driving service performance, retention, cross-selling, and team goals. Accountable for the quality and consistency of service through call audits, coaching, and feedback implementation. You will develop and maintain standard operating procedures; reporting on team performance and sharing updates with leadership and the team Must be able to work side by side with agents in a positive coaching and problem-solving approach, building a motivated, accountable, service culture.

• Lead and coach a team of licensed service and retention insurance agents.
• Work side by side with agents through regular one-on-ones, side-by-side call coaching, and formal performance evaluations; counsel and discipline as needed.
• Motivate the team and recognize individual and team achievements to sustain a high-performing service culture.
• Hire, onboard, train, mentor, and develop new team members.
• Take initiative for staff development and career pathing, including ongoing training on products, systems, and service skills.
• Manage schedules, coverage, and timekeeping to meet service level and call-answer goals.
• Ensure the staff comply with the SOP process in alignment with Operations Leadership.

• Support the call audit program: maintain a quality scorecard, audit a regular sample of each agent’s calls and interactions, and calibrate scoring for consistency.
• Turn call audit findings into individual and team feedback, coaching plans, and process changes, and track implementation and results over time.
• Support and manage department projects and initiatives in alignment with the Sales Leadership.

• Drive service performance, cross-selling, and team goals.
• Analyze metrics and identify opportunities for improvement (such as retention rate, quality scores, cross-sell results, service levels, and handle time).
• Report on team and individual performance to the Vice President of Insurance and share updates, priorities, and results with the team and leadership.

• Handle customer escalations and promote an outstanding client experience.
• Identify root causes of recurring service issues and implement practical solutions in a timely manner, partnering with carriers and other departments as needed.
• Act as liaison to insurance companies with which the agency is appointed on service matters.

• Enforce proper quoting, binding, and policy issuance procedures.
• Ensure compliance with insurance regulations and AAA, agency, and insurance company guidelines, policies, and procedures.
• Monitor team licensing, appointments, and continuing education requirements so all agents remain…