Lead Insurance Retention Agent (60226)

AAA Northeast; Providence (RI); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health coverage

401(k) retirement plan with company 6%

Paid time off

AAA membership

Tuition reimbursement

Wellness incentives

Volunteer time

Job summary

AAA Northeast in Providence, RI is seeking an Insurance Retention Lead to supervise the Retention Agents and oversee daily workflows in the Insurance Operations department. The role involves coaching the team, handling escalated retention issues, and ensuring Five Diamond Service across all member interactions.

The Lead will monitor performance, assist with complex cases, and support the distribution of workload.

Qualifications

• High School Diploma or GED is required.
• Associate's Degree preferred.

Responsibilities

• Perform regular duties of Insurance Retention Agents.
• Provide supervision and monitoring of the team in retention efforts.
• Coach and direct the retention team; support training and development.
• Explain benefits of AAA products and services to members; direct calls appropriately.
• Help achieve targets and guide best practices to increase productivity.
• Share knowledge of insurance carrier products, services, and processes.

Skills

Customer service

Sales experience

Personal Lines license

Service Tier designation

Education

High School Diploma or GED

Associate's Degree

Job description

While performing the core responsibilities of the Insurance Retention Agent role, the Lead Retention Agent will also oversee the work and productivity of the team. Plans, organizes, coordinates and monitors the daily work activities of the Insurance Retention Agents. 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.

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

• Responsible for performing regular duties of the Insurance Retention Agents. Duties include placing outbound retention calls to existing and lapsed insureds, receiving incoming calls from at risk insureds. Offers rewrite of policy to insureds as new companies/products are introduced. Strives to continually improve the insurance retention rate, while providing Five Diamond Service in every interaction.
• Provides supervision and monitoring of the team in the execution of duties, including outbound and inbound retention efforts for at‑risk customers to retain existing business. Will handle the more complex retention issues. Perform regular data analysis to proactively identify at‑risk insureds. Will assist management in various day‑to‑day activities of the department. Ensures the delivery of Five Diamond Standards.
• Act as the primary support of the Retention team for questions and issues that arise. Provide coaching and direction when errors are and positive feedback for team successes. Helps train and develop the retention by partnering with the Retention Team Supervisor.
• 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 supporting the Retention team to help achieve their targets and goals. Provides direction and best practices to the team to increase productivity and efficiency. Personal contributions should set an example for the team and demonstrate what success looks like as part of the Retention Team.
• Shares knowledge of various insurance carrier products, services, technology, and processes to others on the team. Follows and trains on agency processes and procedures in quoting and binding coverage, as well as receipt and processing of all member payments. Work with Quality Assurance and Underwriting departments to minimize error and omission exposures.

Qualifications

What You Will Need

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

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’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.