Senior Director, Sales & Service, Insurance

Why Work For Us?

• Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
• 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
• Benefits – Medical, Dental, Vision, wellness program and more!
• Paid Holidays
• Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
• Collaborative Environment – AAA will value your contribution to providing exceptional service to our members
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program

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JOB SUMMARY

The Senior Director, Sales & Service, Insurance is responsible for insurance service strategies that enhance the Member experience, drive Member satisfaction, and foster Member loyalty through MWG retention initiatives. This role involves providing strategic direction, managing Service Excellence professionals across multiple teams, and collaborating with cross-functional stakeholders to ensure exceptional insurance service throughout the Member journey.

ESSENTIAL FUNCTIONS

• Customer Experience Management
  • Implement a Member service strategy aligned with MWG’s overall goals and objectives to retain Members in the agency through captive & non-captive insurance solutions
  • Identify opportunities to improve the Member experience by analyzing Member feedback, survey data (SAT scores), and insurance industry best practices
  • Collaborate with cross-functional teams to address Member pain points and implement Member-centric improvements, aiming for retention and sales targets.
  • Streamline retention processes, enhance efficiency, and personalize Member interactions through service technologies.
  • Stay informed on emerging insurance trends and technologies (AI) in Member service to adapt strategies and maintain a competitive edge.
  • Monitor and analyze Member service metrics and KPIs, such as average handle time (AHT), resolution rates, customer satisfaction scores (Member SAT), & customer retention (save %)
  • Foster a Member-centric culture and instill a strong focus on delivering exceptional customer experiences by providing guidance on insurance products and services to Team Members
  • Act as a customer advocate within the organization, representing Member interests and influencing decisions that impact Member satisfaction with insurance products and services

• Retention Management
  • Responsible for maintaining and improving Member retention at the agency level and across all channels
  • Streamline retention processes, enhance efficiency, and personalize Member interactions through service technologies.
  • Stay informed on emerging insurance trends and technologies (AI) in Member service to adapt strategies and maintain a competitive edge.
  • Set clear performance goals and key performance indicators (KPIs) for the Member service team to drive retention efforts, including quoting and policy management

• Crisis and Escalation Management
  • Develop and implement crisis management protocols to handle Members escalations and challenging situations effectively with captive and non-captive insurance carriers
  • Ensure swift and satisfactory resolution of escalated Member issues, maintaining transparency and professionalism to strengthen MWG and the AAA brand
  • Identify systemic issues and implement corrective actions to prevent future escalations

KNOWLEDGE AND SKILLS

• Extensive knowledge of various insurance products (captive & non-captive), and policies to effectively address Member inquiries and concerns
• Insurance requires documentation accuracy, policy management, and regulatory compliance
• Proficiency in customer service software, AMS (agency management system) and CRM systems, Tableau Analytics, and carrier administrative and rating systems
• Excellent communication and interpersonal skills, active listening, empathy, and a Member-centric attitude are crucial
• The ability to motivate and manage a team, provide guidance, and foster a positive team culture in a fast-paced environment
• The ability to identify core issues, think critically, and find effective Member solutions
• Clear and concise communication, both verbal and written, is essential for explaining complex insurance terms, conditions, and policies
• Managing multiple tasks and prioritizing Member needs efficiently is important
• The ability to handle change and remain calm under pressure, through adaptability and emotional resilience