Member Retention Leader - Insurance & Service Excellence

AAA Auto Club Enterprises; Coppell (TX); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Health coverage for medical, dental, &

401(K) matching and pension

Tuition assistance

Floating holidays and PTO

Paid parental leave

Wellness programs

Employee discounts

Job summary

AAA Auto Club Enterprises seeks a results-driven Business Development Manager to oversee Insurance and Membership retention operations, coach teams, and drive performance against retention metrics while delivering legendary member service.

Responsibilities include leading IRU/MRU/SAVE teams, optimizing call center productivity, coaching on objections, and ensuring compliance with policies. The role oversees strategic execution and cross-sell initiatives to strengthen member value.

Qualifications

• Bachelors equivalent combination of education and experience preferred
• 4-6 years Successful P&C sales in PMG or DSU Preferred
• 1-3 years Supervisory Preferred
• Oral and written communication skills required
• Leadership/managerial skills required
• Sales skills and the ability to teach these skills required
• Coaching, interpersonal, and effective presentation skills required
• Demonstrate leadership ability to motivate team to overcome objections by reselling the brand and building product/service awareness
• Organizational and time management skills required
• Proven effectiveness to negotiate and resolve complaints on an escalated level
• Knowledge of call center management applications, industry standards/requirements, automatic call distribution technology, workforce management software, service quality assurance programs, and industry best practices
• Current knowledge of Human Resources practices (wage and hour, labor law, etc.)
• Proficiency with Microsoft Office software, including Outlook, Word, PowerPoint, and Excel
• Associate in General Insurance - Insurance Institute of America

Responsibilities

• Maximize productivity and member service results for assigned team. Plan and direct all tasks related to achievement of all assigned team goals monthly, quarterly, and annually.
• Listen to Agent call recordings daily/weekly to ensure proper sales/save techniques and top-box service quality.
• Handles escalated calls as necessary. Foster understanding of immediate service issue resolution to maintain total member satisfaction and support retention results.
• Interview, screen and hire team members and manage staffing changes, including pay, promotions, and disciplinary actions.
• Implements and supervises the strategic business plan to achieve retention goals and productivity targets.

Skills

Supervisory

Leadership

Oral & written communication

Coaching

Sales skills

Call center management

Microsoft Office

Insurance knowledge

Education

Bachelors equivalent

Associate in General Insurance

Tools

Call center software

Workforce management software

Outlook

Excel

PowerPoint

Job description

AAA Auto Club Enterprises seeks a results-driven Business Development Manager to oversee Insurance and Membership retention operations, coach teams, and drive performance against retention metrics while delivering legendary member service.

Responsibilities include leading IRU/MRU/SAVE teams, optimizing call center productivity, coaching on objections, and ensuring compliance with policies. The role oversees strategic execution and cross-sell initiatives to strengthen member value.