Insurance Retention Supervisor

Aaa-Northeast; Providence (RI); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

AAA membership discounts

Health insurance benefits

Tuition reimbursement

Wellness incentives

Paid time off

Job summary

AAA Northeast is seeking an Insurance Retention Supervisor in Providence, RI to lead a team of retention agents and drive retention initiatives. The role requires operational excellence, coaching, and effective cross-selling while maintaining Five Diamond Service standards.

The position offers a hybrid schedule (in-office Tue–Thu, remote Mon & Fri) with potential relocation of the reporting location and a focus on developing retention strategies within the Insurance Operations department.

Qualifications

• Associate's Degree required or 3-4 years of additional relevant experience.
• 5+ years Insurance industry experience in both sales and service environment.
• 1-3 years Experience leading a team or 2+ years in preceding job level.
• Valid Personal Lines license required.
• Working toward a Professional Tier Insurance designation (ARM, SM, AIS, API, AIC, AU, LUTCF, AAI, AIAF, CIC)

Responsibilities

• Oversee day-to-day activity of the customer Retention team; provide guidance and mentorship.
• Supervise to maximize account retention, cross- and upselling.
• Analyze retention efforts and report results; identify projects to improve retention.
• Support Insurance Operations, assist management with workload distribution and issue resolution.
• Maintain Five Diamond Service standards; handle calls efficiently; explain AAA benefits and direct calls appropriately.
• Manage performance with monthly coaching and reviews; monitor metrics.

Skills

Team leadership

Customer service

Communication

Education

Associate's Degree

Tools

Personal Lines license

Insurance designations in progress

Job description

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 SaturdayThis 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 NeedAssociate'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 requiredValid Personal Lines license RequiredService Tier Insurance designation RequiredWorking toward a Professional Tier Insurance designation (ARM, SM, AIS, API, AIC, AU, LUTCF, AAI, AIAF, CIC)Why AAA NortheastCareer 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 OfferAward-Winning: We’ve been named as a Top Employer for the last 7 yearsHealth 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 periodPaid Time off: 3 weeks’ vacation, 12 holidays, 8 sick days, 48 hours of volunteer time annuallyAdditional 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. The posted salary range represents the full range grade for this role, with individual pay based on job-related skills, experience, shift, and geographic location.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. AAA Northeast is an equal opportunity employer and is committed to fair and equitable practices in recruiting, hiring, and advancement. We do not discriminate based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.