Insurance Retention Supervisor

The Insurance Retention Supervisor is responsible for leading a team of retention agents, driving retention initiatives, and ensuring operational excellence. This role involves supporting the development and implementation of retention and sales strategies, providing guidance, training, and mentorship to the team towards the achievement of targets.

Work Schedule:

Hybrid Monday-Friday 8:30am-5pm (Tues-Thurs In Office; Mon & Fri Remote) with every other Saturday This role is currently assigned to 110 Royal Little Drive, Providence, RI as its hybrid reporting location. The club anticipates that this position may transition to the Lincoln, RI Insurance Center once additional space becomes available, currently targeted for mid-2027.

What you will do:

Oversees the day-to-day activity of the customer Retention team while providing professional and technical guidance to the team. Supervises the team to maximize account retention, cross and upselling.

Analysis of the team’s retention efforts; provide reports to management of results of various retention efforts; identify potential retention projects to increase the agency’s overall retention results.

Acts as leader in the Insurance Operations department. Will provide assistance to Insurance Retention Agents; handles more complex retention issues, demonstrating relationship building skills; resolves problems with Five Diamond Service, focusing on protecting the AAA brand legacy; assists management with daily distribution of workflow and other support duties as necessary.

Ensures Five Diamond Service standards are maintained; processes telephone calls in an efficient and timely manner; troubleshoots and resolves member problems; acts as knowledgeable Club representative by explaining benefits of AAA products and services, and by directing calls to appropriate business line as necessary.

Responsible for the performance management of the team by identifying trends and/or performance related matters; utilizing department systems for metrics. Conduct monthly one on one coaching with direct reports. Writes and administers performance reviews.

Stay updated with industry trends, product knowledge, regulatory changes, and insurance carrier products. Ensure all agency processes and procedures are followed in quoting and binding coverage, as well as receipt and processing of all member payments. Partner with Quality Assurance and Underwriting departments to minimize error and omission exposures. In depth knowledge of insurance practices, including the scope of an agent's authority.•

• What You Will Need Associate's Degree required or3-4 Years of Additional Relevant Experience required5+ years Insurance industry experience in both sales and service environment required and1-3 years Experience leading a team required or2+ years in preceding job level required

Valid Personal Lines license Required Service Tier Insurance designation Required Working toward a Professional Tier Insurance designation (ARM, SM, AIS, API, AIC, AU, LUTCF, AAI, AIAF, CIC)
Why AAA Northeast Career Growth:
With ongoing world-class training and proven career paths, you'll have the opportunity to develop expertise and advance your career within AAA Northeast.

Trusted Legacy:
With over 120 years of service excellence, we have a long track record of protecting our members as well as our employees and their families.

Future-Focused:
With new business offerings and increasing digital presence, we are focused on innovating for the future to sustain our success.

What We Offer Award-Winning:
We’ve been named as a Top Employer for the last 7 years

Health Coverage:
Medical coverage with employer contributions covering up to 93% of the premium cost, plus dental and vision options.

Retirement: 6% company match on 401(k) retirement plan contribution, with contributions fully vested and made every pay period

Paid Time off: 3 weeks’ vacation, 12 holidays, 8 sick days, 48 hours of volunteer time annually

Additional Perks:
Free AAA membership, insurance discounts, travel commission refund, up to $625 in Wellness Incentives, up to $6k in tuition reimbursement, and more!

Compensation:
Competitive base pay, annual bonus…