Retention Supervisor

• This position is fully remote
• About us: Powered by HUB International, VIU by HUB is a digital insurance platform built to make finding the right coverage simple, fast, and stress-free. As a dynamic start-up backed by a leading global insurance brokerage, VIU by HUB blends cutting-edge technology with personalized expert guidance. Customers can compare policies, shop top-rated carriers, and receive customized quotes
• all with unbiased advice available online or through a dedicated human advisor.

Role Overview The Retention Supervisor leads a team of Retention agents to deliver exceptional customer experiences that maximize policy retention and customer lifetime value. This front-line leader coaches team members, implements retention strategies, monitors performance metrics, and fosters a culture of continuous improvement and customer-centricity through hands-on leadership and daily coaching. Role Responsibilities Lead daily coaching activities including side-by-sides, team huddles, and monthly one-on-one sessions focused on development, performance, and career growth Deliver performance reviews and provide ongoing feedback to drive individual and team success Monitor call quality, customer interactions, and process adherence to identify coaching opportunities Coach agents on cross-sell and round-out techniques (umbrella, flood, earthquake, life) to drive NEX/AOR yield rate and premium-per-FTE performance Foster a positive, competitive environment that motivates agents to exceed retention goals Develop and implement creative retention strategies to improve customer retention rates Identify trends in cancellations and non-renewals; implement solutions to address root causes Build, monitor, and analyze KPIs including retention rate, save rate, customer satisfaction, call quality, and First Call Resolution (FCR) Hold team accountable to performance standards including Sales Phone Yield Rate targets Review previous day results daily to celebrate wins and address performance gaps Partner with recruiting to identify, interview, and hire new Retention team members Lead onboarding and training for new hires to ensure successful ramp-up Identify high-potential team members and create development plans for advancement Address performance issues through coaching, performance improvement plans, or disciplinary action Maintain deep knowledge of systems, processes, and insurance products to effectively support the team Manage team schedules, time-off requests, and coverage to ensure adequate staffing Key Competencies Think Strategically

• Identifies and resolves strategic challenges Champion Talent
• Prioritizes attracting and developing diverse talent Know the Business
• Uses market and industry knowledge to set priorities and instill business-oriented mindset Drive Results
• Improves costs, quality, revenue, efficiency, and overall business outcomes Be Agile
• Guides others in preparing and responding to change Foster Collaboration
• Proactively helps and involves others across boundaries Communication with Impact
• Creates open, direct, and respectful communication Qualifications High school diploma or equivalent (Bachelor's degree in Business or Communications preferred) 3-5 years of insurance industry experience (Property & Casualty preferred) 1-3 years coaching, training, or developing team members Call center or contact center experience Proven track record driving sales, retention, or round-out opportunities Strong organizational skills with attention to detail Active Property & Casualty insurance license (or ability to obtain within 90 days) Previous supervisory or team lead experience in insurance or financial services Experience with retention strategies, customer save techniques, and objection handling Familiarity with insurance CRM systems, quality monitoring tools, and workforce management platforms Limited travel required (occasional team meetings, training, company events) Hours vary based on business needs; occasional closing shift required (9PM EST) Knowledge & Skills Strong understanding of personal lines insurance products (auto, home, renters, umbrella) including coverage options, rating factors, and competitive positioning Knowledge of call center metrics, quality standards, and best practices for managing inbound/outbound teams Skilled in coaching methodologies including side-by-side observation, call calibration, role-playing, consultative selling, and objection handling Ability to interpret performance data, identify trends, and translate insights into actionable coaching and strategy Deep commitment to customer satisfaction with ability to model exceptional service behaviors Self-starter with entrepreneurial mindset and initiative to identify opportunities and drive continuous improvement Ability to analyze First Call Resolution data and translate findings into targeted coaching that improves efficiency and customer experience Salary Transparency The expected pay for this position ranges from $62,000•$68,000.

In addition, this role offers a performance-based commission structure and bonus incentives #

VIUbyHUB Department Account Management & Service Required Experience:

2-5 years of relevant experience

Required Travel:

Up to 25%

Required Education:

High school or equivalent HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations. E-Verify Program We endeavor to make this website accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the recruiting team HUBRecruiting@hubinternational.com . This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.