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AAA Northeast · 1 day ago

Insurance Agency Supervisor (57259)

Providence, RI

Full-time

Hybrid

Mid, Senior Level

$74K/yr - $84K/yr

5+ years exp

AAA Northeast is a well-regarded company known for its commitment to innovation and community service. The Insurance Agency Supervisor will lead a team of remote and hybrid insurance sales agents, driving sales initiatives and ensuring operational excellence while providing guidance and mentorship to team members.

Consumer Services

Responsibilities

Monitor and analyze sales data, identify trends, and propose improvements for the team to meet and exceed goals. Conduct daily huddles to identify opportunities, share best practices, and foster a team coaching environment. Provide regular feedback and coaching to each team member with a personalized approach. Supervise staff to achieve specific measures including productivity, average speed of answer, and telephone average handle time goals. Ensure Agents have a solid understanding of activities such as account-rounding and renewal enhancement programs. Monitor and track telephone queue performance to goals, taking corrective action when required. Conduct call monitoring and provide feedback

Supervises and monitors the activities of the Agency team, implementing and monitoring all department guidelines and policies. Plan, assign, and supervise work; create and organize schedules to meet team and department workflow demands. Participate in the hiring process and ensure adequate training of employees. Motivate and encourage representatives through positive communication and feedback. Appraise performance, recommend merit increases, and ensure proper disciplinary action of employees. Advocate and ensure adherence to policies, procedures, and industry standards through call monitoring and review of new business submissions

Identify training needs, focusing on knowledge of industry, sales ability, and customer service skills. Work with Training Specialists to develop effective training modules and practices. Evaluate the effectiveness of current training practices and identify areas for improvement. Support and monitor compliance with all Club training efforts, particularly the delivery of Five Diamond Customer Service. Capitalize on opportunities to develop professional and technical skills of staff. Make recommendations regarding procedural changes to enhance staff effectiveness and improve overall customer service delivery. Implement quality and retention assurance programs, focusing efforts on the delivery of customer service

Work with insurance companies and Club underwriters to handle complex files and find acceptable solutions to problem policies. Utilize Five Diamond service standards to build professional relationships and handle unique circumstances and client complaints. Advise clients of AAA policies and utilize all available resources to provide positive alternatives to resolving conflicts. Authorize exceptions to such policies with the approval of the Insurance Agency leadership. Handle customer escalations and resolve issues to ensure total satisfaction

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

Qualification

Insurance Industry ExperienceProperty & Casualty LicenseLeadership ExperienceSales Strategy DevelopmentCustomer Service SkillsTeam CoachingPerformance AppraisalTraining DevelopmentIndustry KnowledgeConflict Resolution

Required

Associate's Degree in Business or related field

3-4 years additional experience

5+ years Insurance Industry Experience

1+ years Direct/Indirect Leadership Experience

Valid Property & Casualty License Upon Hire

Service Tier Insurance designation (CISR, ACSR) Upon Hire

Work towards Professional Tier Insurance Designation (AAI, ACS, AIM, AINS, AIS, AIT, API, ARM, AU, FSCP, WMCP, RICP, ChSNC) Upon Hire

Preferred

Bachelor's Degree in Business or related field

Company

AAA Northeast

With a legacy deeply etched in over a century of dedicated service, AAA Northeast delivers legendary services and trusted advice, allowing members and their families to enjoy the peace of mind that membership provides.

Founded in 1900

Providence, RI, US

1001-5000 employees