Insurance Retention Supervisor (60225)

AAA Northeast; Providence (RI); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health coverage

401(k) with company match

Paid time off

Tuition reimbursement

Wellness incentives

AAA membership

Job summary

AAA Northeast is seeking an Insurance Retention Supervisor to lead a team of retention agents and drive retention and cross-sell initiatives. This hybrid role reports to Providence, RI with potential relocation to Lincoln as space becomes available.

You will guide the team, analyze retention results, coach staff, and ensure adherence to Five Diamond Service standards while protecting the AAA brand legacy.

Qualifications

• Associate's degree required or equivalent experience.
• 5+ years Insurance industry experience in sales and service.
• 1-3 years leading a team.
• 2+ years in preceding job level.

Responsibilities

• Oversee day-to-day activity of the retention team, guiding and coaching.
• Analyze retention efforts and report results to management.
• Handle complex retention issues and protect AAA brand.
• Ensure high service standards and effective customer interactions.
• Monitor performance metrics and conduct coaching, reviews.
• Stay current on industry trends, products, and regulatory changes.

Skills

Leadership

Mentorship and coaching

Sales and service

Team management

Regulatory knowledge

Education

Associate's Degree

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.