Insurance Retention Supervisor (59987)

This role is based at 110 Royal Little Drive, Providence, RI with a hybrid reporting location. The position may transition to the Lincoln, RI Insurance Center in mid-2027.

Schedule

Hybrid Monday-Friday, 8:30 am - 5 pm. In-office days: Tuesday, Wednesday, and Thursday. Remote: Monday & Friday.

Responsibilities

• Oversee the day-to-day activity of the customer Retention team while providing professional and technical guidance.
• Supervise the team to maximize account retention, cross-selling, and upselling.
• Analyze the team’s retention efforts; provide reports to management on results and identify potential retention projects to improve overall retention.
• Act as a leader in the Insurance Operations department, assisting Insurance Retention Agents with complex retention issues and demonstrating relationship-building skills.
• Resolve problems with Five Diamond Service, focusing on protecting the AAA brand legacy; assist management with daily workflow distribution and support duties.
• Ensure Five Diamond Service standards are maintained; process telephone calls efficiently and troubleshoot member problems.
• Act as a knowledgeable Club representative by explaining AAA products and services and directing calls to appropriate business lines.
• Manage team performance by identifying trends and performance-related matters; utilize department systems for metrics.
• Conduct monthly one-on-one coaching with direct reports and administer performance reviews.
• Stay updated with industry trends, product knowledge, regulatory changes, and insurance carrier products.
• Ensure compliance with agency processes and procedures for quoting, binding coverage, and processing member payments.
• Partner with Quality Assurance and Underwriting departments to minimize error and omission exposures.
• Maintain in-depth knowledge of insurance practices, including the scope of an agent's authority.

Requirements

• Associate's Degree required or 3-4 years of additional relevant experience.
• 5+ years of insurance industry experience in both sales and service environments.
• 1-3 years of experience leading a team or 2+ years in a preceding job level.
• 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).

Benefits

• Career Growth: Ongoing world-class training and proven career paths to develop expertise and advance within AAA Northeast.
• 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) contributions, fully vested and made every pay period.
• Paid Time Off: 3 weeks’ vacation, 12 holidays, 8 sick days, and 48 hours of volunteer time annually.
• Additional Perks: Free AAA membership, insurance discounts, travel commission refund, up to $625 in Wellness Incentives, and up to $6k in tuition reimbursement.
• Compensation: Competitive base pay with annual bonus opportunities, and additional monthly/quarterly incentive compensation for eligible roles.