Insurance Services Agent Model

Insurance Service Associate

Insurance Service Associate Senior Service AgentSenior Service Agent Sales & Service Specialist Sales & Service Specialist

Entry-level position Single insurance product servicing

(such as auto insurance only or home insurance only)

Must demonstrate proficiency within 12-18 months and progress to the Service & Sales Agent position

Focuses on Tier 1 (auto & home) cross-sell performance and revenue targets through a consultative sales & service approach by utilizing needs analysis

Provides after-hours and overflow sales support to Club partners with a focus on Tier 1 products (auto & home)

Researches and resolves sensitive insurance issues and accounts in jeopardy

Property & Casualty license CPCU Certification (Preferred)

The new Insurance Services Agent model supports the vision of creating teams of state product experts that focus on service delivery excellence by understanding and addressing policyholder needs, and through active listening identifies opportunities to generate interest in additional insurance products and services to positively impact policyholder retention.

There are three job profiles that support career progression and reinforce an expectation that the employee take personal ownership to build on their insurance product knowledge through AAA University-facilitated curriculum and industry courses and certifications.

The essential function of an Insurance Service Associate is to counsel on coverage levels, process policy changes and insurance endorsements and assist with billing inquiries. A Service & Sales Agent who is proficient on the fundamentals and can demonstrate an ability to handle more complex transactions , as well as effective service to sales techniques, can advance to the top tier job profile of Sales & Service Specialist.

State-focused, multi-line product servicing (e.g. auto, home, personal umbrella)

May also include using AAA insurance and industry expertise to handle Agency helpdesk calls from Club representatives

Licensed agents will achieve Tier 2 & 3 cross-sell revenue targets through a consultative sales & service approach utilizing needs analysis to sell next logical product or service

Property & Casualty license within first 3 months

Certificates or Designation through the American Institute of Chartered Property Casualty Underwriters

Service AssociateService Associate Service & Sales AgentService & Sales Agent

Insurance Services Agent ModelDetail

Sales & Service Specialist Sales & Service Specialist

Call Volume: Members calling in to to service

policies

Focus:Servicing policies and generating

interest in the next logical product to enhance coverage. (Leads would be transferred to Sales & Service Specialist).

Time allocation:100% servicing

Required Education/Licensure: High School Diploma

Preferred Education/Licensure: Bachelor’s degree

Call Volume: Warm leads from Insurance Service

Associate and Membership After-hours and overflow sales

support to Partner Club Agencies

Focus:Primarily Tier 1 (auto & home),

secondary Tier 2 and Tier 3 based on needs analysis and next logical product opportunity

Estimated Time allocation:85% sales, 15% servicing

Required Education/Licensure: P&C license Bachelor’s degree

Preferred Education/Licensure: CPCU Certification

Service AssociateService Associate Service & Sales AgentService & Sales Agent

Call Volume: Members calling in to to service

policies Club representatives calling on

policy questions

Focus:Servicing policies and generating

interest and cross-selling the next logical product to enhance coverage. Binding Tier 2 & Tier 3 products (renters, condominium, personal umbrella, rental property, flood, CEA, etc)

Estimated Time allocation:70% servicing, 30% sales

Required Education/Licensure: P&C license within first 3 months in

position

Preferred Education/Licensure: CPCU Certification and Bachelor’s degree