Join AAA Minneapolis Insurance Agency, a distinguished name in the insurance industry, where innovation meets personalized service. This hybrid role is ideal for a licensed insurance professional who thrives in both service and sales environments. The Insurance Sales & Service Specialist provides exceptional customer service to existing clients by responding to insurance-related inquiries, processing policy changes, and guiding clients through billing, claims, and coverage options. In addition to service responsibilities, this individual is expected to transition calls into consultative sales opportunities, conduct Personal Insurance Reviews, and help clients better understand their insurance needs.
KEY RESPONSIBILITIES:
Customer Service & Support
- Respond to inbound calls, emails, and inquiries regarding coverages, billing, rate changes, and claims.
- Process policy changes, endorsements, cancellations, reinstatements, and documentation with accuracy.
- Serve as a liaison between the customer and carriers, resolving issues and advocating for the client.
- Follow up on claims and complex service issues to ensure customer satisfaction and resolution.
- Deliver clear and timely communication that aligns with AAA standards of service excellence.
Sales & Insurance Reviews
- Transition service calls into sales opportunities by identifying coverage gaps and unmet needs.
- Conduct Personal Insurance Reviews (account reviews) on every qualifying service call.
- Educate clients on available products across auto, home, umbrella, life, health and other lines of coverage.
- Consistently meet or exceed performance metrics related to cross-selling and policy retention.
- Document all sales and service interactions accurately in the agency management system.
Team Collaboration & Mentorship
- Provide mentorship and support to Account Representatives I and newer service staff.
- Share best practices and contribute to a high-performance team culture.
- Participate in agency-wide initiatives to improve process, performance, and customer outcomes.
Technology & Compliance
- Operate efficiently in AMS360, AgencyZoom, and Microsoft Office applications.
- Adhere to all agency, carrier, and regulatory compliance standards.
- Stay current on product changes, industry trends, and licensing requirements.
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.
- High School diploma or equivalent required; college coursework preferred.
- State of Minnesota Property & Casualty license required. Life/Health license preferred.
- Minimum of 3 years of P&C insurance experience in a service or sales capacity.
- Proven track record in customer service and converting service conversations into sales.
- Strong knowledge of insurance processes, terminology, and industry best practices.
- Prior experience mentoring or training team members preferred.
- Comfortable handling a high volume of inbound calls with a service-first mindset.
PHYSICAL DEMANDS & WORK ENVIRONMENT:
- Regular use of computers, phones, and office equipment.
- May occasionally stand, bend, or lift items up to 10 lbs.
- The noise level in the work environment is generally moderate.
NOTE: This job description is not intended to be all-inclusive. Management reserves the right to modify responsibilities as needed to meet organizational goals and member needs. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions