Lead Insurance Retention Agent (59969)

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.

About the Role

While performing the core responsibilities of the Insurance Retention Agent role, the Lead Retention Agent will also oversee the work and productivity of the team. Plans, organizes, coordinates, and monitors the daily work activities of the Insurance Retention Agents. Acts as leader in the Insurance Operations department. Handles more complex retention issues, demonstrating relationship-building skills, and 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.

Responsibilities

• Perform regular duties of the Insurance Retention Agents, including placing outbound retention calls to existing and lapsed insureds and receiving incoming calls from at-risk insureds.
• Offer rewrites of policies to insureds as new companies/products are introduced.
• Strive to continually improve the insurance retention rate while providing Five Diamond Service in every interaction.
• Provide supervision and monitoring of the team in the execution of duties, including outbound and inbound retention efforts for at-risk customers to retain existing business.
• Handle more complex retention issues.
• Perform regular data analysis to proactively identify at-risk insureds.
• Assist management in various day-to-day activities of the department.
• Ensure the delivery of Five Diamond Standards.
• Act as the primary support for the Retention team for questions and issues that arise.
• Provide coaching and direction when errors occur and positive feedback for team successes.
• Help train and develop the retention team by partnering with the Retention Team Supervisor.
• Maintain Five Diamond Service standards; process telephone calls efficiently and timely; troubleshoot and resolve member problems.
• Act as a knowledgeable Club representative by explaining benefits of AAA products and services and directing calls to appropriate business lines as necessary.
• Support the Retention team to help achieve their targets and goals.
• Provide direction and best practices to the team to increase productivity and efficiency.
• Set an example for the team through personal contributions, demonstrating what success looks like.
• Share knowledge of various insurance carrier products, services, technology, and processes with the team.
• Follow and train on agency processes and procedures in quoting and binding coverage, as well as receipt and processing of all member payments.
• Work with Quality Assurance and Underwriting departments to minimize error and omission exposures.

Requirements

• High School Diploma or GED required.
• Associate's Degree preferred.
• 4-6 years of Insurance customer service/sales experience required or 1+ years in the preceding job level required.
• Valid Personal Lines License required.
• Service Tier Insurance designation required.

Schedule

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

Benefits

• Career Growth: Ongoing world-class training and proven career paths to develop expertise and advance your career within AAA Northeast.
• Trusted Legacy: Over 120 years of service excellence, protecting members as well as employees and their families.
• Future-Focused: Innovation through new business offerings and increasing digital presence.
• Award-Winning: 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, and 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 opportunities, and additional monthly and/or quarterly incentive compensation for certain roles.

At AAA Northeast, how we work together matters. We are a highly collaborative organization that values connection, transparency, and trust. Our “cameras on” approach during virtual meetings reflects our expectation that team members are present, engaged, and actively participating, helping to build strong working relationships and a sense of shared accountability, no matter where we’re located. We are also proud of our diverse culture, shaped by the talents, experiences, and perspectives of our employees.