Insurance Retention & Service Specialist

AAA Minneapolis Insurance Agency is seeking a motivated and customer-focused Insurance Retention & Service Specialist to join our dynamic team. This role is key in utilizing proven customer care and retention strategies to strengthen and grow our insurance business. You will work closely with clients to address service needs, provide tailored solutions, and ensure their evolving insurance requirements are met with professionalism and care. If you are passionate about delivering exceptional customer experiences and building lasting relationships, we encourage you to apply!

DUTIES AND RESPONSIBILITIES:

Retention

• Engage with policyholders from the agency’s existing book of business to understand their needs, build rapport, and uncover any questions or concerns to achieve a mutually beneficial solution
• Analyze policy to enhance retention to better meet the needs of the customer. Counsel the policyholder concerning appropriate coverage, policy limits and payment options that will best meet their needs for sufficient protection against risks
• Provide detailed documentation of each customer interaction and provide timely follow up with a sense of urgency; enter in all pertinent information into the Agency Management System, AMS 360
• Share insights/findings at monthly agency meeting to provide learning opportunities for future sales
• Perform other functions as assigned by management

Service

• Respond to customer inquiries regarding coverages, billing, claims, or products following established agency processes and procedures
• Process changes to existing accounts and policies
• Serve as a liaison on behalf of the customer between the agency and various business partners
• Perform work of a miscellaneous nature, including providing administrative support, to meet changing needs of the Insurance department and company as a whole

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• Required to hold a current State of Minnesota Property & Casualty Insurance License
• 2 years of property casualty insurance experience required
• 2 years of customer service experience in a professional office setting required
• Intermediate level of proficiency in Microsoft Office suite and internet-based applications

OTHER REQUIREMENTS

• Excellent verbal/written communication skills via phone, email & in person
• Ability to proactively anticipate client needs, maintain frequent and professional communication and respond quickly to service requests
• Solid organizational, analytical and problem-solving skills
• Excellent listening skills
• Strong independent time management skills with the ability to multitask

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Heavy use of an office computer for completing work.
• May occasionally be required to stand
• While performing the duties of this job, the noise level in the work environment is usually moderate.
• The employee must occasionally lift and/or move more than 5 pounds.