Lead Insurance Retention Agent (60221)

Responsible for

• Performing regular duties of the Insurance Retention Agents.
• Placing outbound retention calls to existing and lapsed insureds.
• Receiving incoming calls from at-risk insureds.
• Offering rewrite of policy to insureds as new companies/products are introduced.
• Striving to continually improve the insurance retention rate, while providing Five Diamond Service in every interaction.
• Supervising and monitoring the team in the execution of duties, including outbound and inbound retention efforts for at-risk customers.
• Handling the more complex retention issues.
• Performing regular data analysis to proactively identify at-risk insureds.
• Assisting management in various day-to-day activities of the department.
• Ensuring the delivery of Five Diamond Standards.
• Performing telephone calls in an efficient and timely manner; troubleshooting and resolving member problems.
• Acting as knowledgeable Club representative by explaining benefits of AAA products and services, and by directing calls to appropriate business line as necessary.
• Supporting the Retention team to help achieve their targets and goals.
• Providing direction and best practices to the team to increase productivity and efficiency.
• Sharing knowledge of various insurance carrier products, services, technology, and processes to others on the team.
• Following and training on agency processes and procedures in quoting and binding coverage, as well as receipt and processing of all member payments.
• Working with Quality Assurance and Underwriting departments to minimize error and omission exposures.

Qualifications

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

Why AAA Northeast

• Career Growth: Ongoing world-class training and proven career paths.
• Trusted Legacy: Over 120 years of service excellence.
• Future-Focused: New business offerings and increasing digital presence.

What We Offer

• 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, 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 for certain roles, additional monthly and/or quarterly incentive compensation.

Work Schedule

Hybrid Monday-Friday 8:30a-5p (Tues-Thurs In Office; Mon & Fri Remote) with every other Saturday.

Location

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.