Illinois Licensed Retention Team Lead

Job Summary

A company is looking for a Retention Team Lead to provide guidance and support to Retention agents.

Key Responsibilities

• Provide daily coaching and real-time feedback to Retention agents
• Conduct call reviews and quality assessments to identify coaching opportunities
• Monitor individual agent performance against KPIs and assist with scheduling and adherence monitoring

Required Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred
• 3-5 years of insurance industry experience, preferably in Property & Casualty
• 2+ years as a top-performing Retention agent or in a similar customer service role
• Experience providing informal coaching or mentoring to peers
• Active Property & Casualty insurance license required