Insurance Retention Team Lead – Hybrid Role

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

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.