Insurance Retention Supervisor (60222)

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

Benefits offered by this job

Health coverage

401(k) company match

Paid time off

Wellness incentives

Tuition reimbursement

AAA membership

Job summary

AAA Northeast is seeking an Insurance Retention Supervisor in Providence, RI for a hybrid schedule. The role leads a retention team, guides sales and service initiatives, and ensures operational excellence while aligning with Five Diamond Service standards.

The position reports to Insurance Operations and may relocate to Lincoln, RI as space becomes available. The candidate will mentor agents, analyze retention metrics, and partner with QA and Underwriting to minimize errors, while staying

Qualifications

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

Responsibilities

• Oversee day-to-day activity of the retention team and provide guidance
• Analyze retention efforts and report results to management
• Lead inquiries, resolve issues, and ensure Five Diamond Service standards
• Explain AAA products and services and route calls appropriately
• Monitor performance, coach direct reports, and conduct reviews
• Stay current with industry trends, regulations, and carrier products

Skills

Team leadership

Mentorship

Training

Retention strategies

Data analysis

Reporting

Cross-selling

Customer service

Education

Associate's Degree

Personal Lines license

Professional Insurance designation track

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 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.

Qualifications

What You Will Need

• Associate's Degree required or
• 3-4 Years of Additional Relevant Experience required
• 5+ years Insurance industry experience in both sales and service environment required and
• 1-3 years Experience leading a team required or
• 2+ 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 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 are 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.