INSURANCE EXPERIENCE UNIT LEAD
Position Summary
This role is responsible for supporting the Insurance Experience Leadership team and Insurance Experience Agents with the essential duties and responsibilities of the Insurance Experience Unit. This includes policy servicing, the concierge service program, retention effort support, KPIs, SLAs, quality assurance, and help desk support.
About AAA Washington!
At AAA Washington, we equip our members with trusted service and expertise to confidently travel through life. For over 120 years we have provided our members with best-in-class roadside assistance, discounts and rewards, travel services and insurance. Seeking to reflect the communities we serve and create an inclusive culture, we encourage employees to bring their full self to work and support applicants from all backgrounds, abilities and walks of life to apply.
Why You’ll Love Working Here
You’ll play an important role in bringing AAA Washington’s spirit of service and peace of mind to our membership. Consistently ranked as one of the Best Places to Work by Puget Sound Business Journal, we aim for work-life balance across the organization. We support hybrid and remote work options for many positions based in our corporate office (Bellevue, Washington) along with some of the best benefits in the region!
What You’ll Do
Core Responsibilities
Responsible for handling escalation issues in the Insurance Experience Unit for customers, agents, and the leadership team.
Serves as a subject matter expert for policy serving, retention efforts, and insurance agency carrier products.
Serves as subject matter expert for AAA Insurance Company.
Support Insurance Experience Leadership with customers and department verbal and written communications.
Serves as back-up support for call intake, concierge services, and retention efforts.
Collaborate with department leaders on quality assurance, team readiness and impact, training and mentoring.
Oversee changes to existing department procedures and workflows.
Serves as a customer advocate while adhering to agency and carrier guidelines and underwriting standards.
Works on special projects as delegated by the supervisor/manager.
Acts as an AAA Membership Ambassador and supports the growth and retention of AAA Washington members.
Supervisory Responsibilities
Minimum Qualifications
Preferred Qualifications
Associate’s degree (AA) in business, sales, or related field
2+ years of experience working with insurance technology
2+ years of experience in a lead or mentor role
Certificates, License, Registrations
Knowledge, Skills, and Abilities
Comprehensive knowledge of personal lines insurance including fundamental insurance principles, underwriting and risk selection, and policy provisions and coverage for all agency carriers
Knowledge of MS Office and navigating the internet
Competent in agency and carrier applications and systems
Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, and simultaneous demands
Ability to communicate clearly and professionally, both verbally and in writing, including effective use of listening skills
Skilled in working independently, prioritizing, and following through on assignments with minimal direction
Strong sense of urgency and willingness to take extra measures when solving problems and getting work done
Ability to prioritize based on the demands of the business
Ability to make timely and sound decisions and solve problems by assessing relevant information
Ability to notice discrepancies and inconsistencies in available information
Models a high standard of quality and commitment to serving the public, including building strong relationships with members inside and outside the organization
Capable of mentoring, motivating, and guiding others toward both individual and organizational goals.
Compensation, Work Location, and Benefits
Location: Bellevue, WA
Hybrid: Yes
Pay Range: $28.83-$34.57 per hour
Employment Type: Full Time
We offer a competitive total rewards package, which may include:
Health Insurance (medical, vision, dental, and prescription drug)
Up to 22 Days of Paid Time Off in the first year
Ten paid holidays in addition to PTO
One floating holiday in addition to PTO
Eligible for a discretionary bonus based on company performance
Paid, on-going training throughout your career
401(k) with Employer Match
Life, Short-Term Disability and Long-Term Disability insurance
Flexible Spending Accounts
4 Hours of Volunteer Time Off per year
On-Demand Pay / Earned Wage Access
Free Premier RV AAA Washington Membership
Travel, Insurance, and Membership Discounts and Perks
THRIVE wellness program benefits
Work Environment and Physical Requirements
Hybrid work from home and office required
The physical environment is typical of a standard office space. It requires the employee to work inside for the duration of work. Must be able to remain in a stationary position, sitting for more than 50% of the time. This position will require occasionally moving about inside the office to access equipment, cabinets, etc. May work around office equipment which could be noisy, such as copiers and fax machines.
Additional Information
Equal Employment Opportunity Statement
AAA Washington is an equal opportunity employer. We are committed to providing reasonable accommodations to individuals with disabilities and ensuring an inclusive hiring process.