Member Retention Supervisor

This position supervises employees and is responsible for the day to day operations and achieving performance objectives including the improvement of insurance and membership business retention results. The position also implements and supervises the achievement of the strategic business plan, and applies principles and best practices to achieve retention goals, total member satisfaction and attain productivity and corporate leadership goals. Performance objectives and responsibilities include achieving established insurance and membership retention metric targets, outbound call campaign call file penetration, inbound call telephone service levels, member service levels, organization/regulatory compliance, policy/membership survivability, and cross selling other club products/services. Incumbent will drive retention business sales productivity results by coaching team to identify and overcome objections that include reselling brand value for at-risk membership and/or insurance business; provide legendary service to all members on a consistent basis, outline benefits of membership and associated retail discounts, industry-top insurance coverage, superior insurance claims handling processes, financial strength of organization, provide relevant reasons specific to the member/insured to support continued business, and build or strengthen product/service awareness to support the bundling of all insurance needs. The position may assume responsibility for all retention business sales/service and operational activities in the CCRU Business Development Manager's absence.

The position is responsible for one or more of the following areas: Insurance Retention Unit (IRU), Membership Retention Unit (MRU) and SAVE Team.

Job Duties

• Maximize productivity and member service results for assigned team. Plan and direct all tasks related to achievement of all assigned team goals (IRU, MRU, or SAVE) monthly, quarterly, and annually. Drive retention business sales productivity results by coaching team to identify and overcome objections of at-risk memberships and/or insurance policies. Responsible for meeting the assigned team goals monthly, quarterly, and annually. Ensure all team members are achieving goals consistently in all assigned metrics. Responsible for managing the team to consistently achieve optimum call file penetration and/or inbound call telephone service levels (TSL) and average speed of answer (ASA). Confirm Agents are scheduled properly throughout the day and ready to for the next inbound/outbound call to mitigate as many membership/policy cancellations as possible. Accountable for ensuring Agents properly and accurately reports all productivity metrics in MRU, IRU or SAVE reporting.

• Listen to Agent call recordings daily/weekly to consistently ensure proper sales/save techniques are followed and top-box service quality is delivered. Identify remedial training needs, including sales/save-skills and/or brand/product knowledge, provide the proper training quickly to improve productivity results and reinforce this training as necessary. Provide coaching to staff to properly resell the brand and the value of Membership/Insurance; deliver a targeted sales/save presentation that outlines benefits specific to the member/insured and provide relevant reasons to continue the membership/insurance business long-term. Consistently encourage team to obtain payment and auto pay post-member/insured consent to continue membership/insurance business when possible.

• Handles escalated calls as necessary. Foster an understanding of immediate service issue resolution to maintain total member satisfaction and ultimately support enhanced retention results. Ensure team members consistently deliver Legendary Service to all members and internal customers, clearly understand Operation expectations of high productivity performance, and are aware of their individual goals and performance to target.

• Interview, screen and hire team members as replacements or additions to staff, as well as direct promotions and terminations. Review requests for changes in staffing and forward to next appropriate approval level. Makes recommendations with the evaluation of base pay, variable pay, promotions, and disciplinary actions. Prepare and conduct performance appraisals. Commend employee progress and/or take appropriate corrective action designed to improve performance or to correct failures in order to meet Club and departmental standards. Ensure compliance with appropriate Club and legal requirements. Manage employees’ compliance with Club policy, Safety procedures, Federal and State labor laws, including, but not limited to, payroll and attendance, and approve necessary reports in compliance with those laws.

• Implements and supervises the achievement of the strategic business plan, and applies principles and best practices to achieve retention goals, total member satisfaction and attain productivity and corporate leadership goals. Analyze current operating activities, and report to management as requested. Participate in organized committees for the purpose of recommending changes in operating methods, business plans and training curriculum. Continuously review agent processes/handling and recommend process improvements as necessary. Provide best practices as appropriate.

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

• Knowledge of company approved selling approach or equivalent at different company 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

Travel Requirements

• Occasional travel to off-site business meetings or conferences. (5% proficiency)

Remarkable benefits:

•    Health coverage for medical, dental, vision

•    401(K) saving plans with company match AND Pension    

•    Tuition assistance

•    Floating holidays and PTO for community volunteer programs

•    Paid parental leave

•    Wellness programs

•    Employee discounts (membership, insurance,

travel, entertainment, services and more!)

"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

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