Role Overview 

The Retention Team Lead serves as a front-line leader within VIU's Personal Lines Retention function, providing day-to-day guidance, coaching, and support to Retention agents. This role bridges individual contributors and Retention Supervisors, serving as a subject matter expert who leads by example through side-by-side coaching, real-time performance support, and quality monitoring. The Team Lead drives team performance by identifying coaching opportunities, providing immediate feedback, reinforcing retention strategies, and ensuring adherence to quality standards while maintaining personal production goals. 

Role Responsibilities 

• Provide daily coaching and real-time feedback to Retention agents through call monitoring, side-by-sides, and performance observations 

• Conduct call reviews and quality assessments to identify coaching opportunities and skill development needs 

• Lead team huddles, share best practices, and reinforce retention strategies and save techniques 

• Mentor new team members and provide onboarding support to accelerate ramp-up 

• Serve as subject matter expert and escalation point for complex customer situations 

• Monitor individual agent performance against KPIs including retention rate, save rate, call quality, and customer satisfaction 

• Review calls for compliance with scripts, quality standards, and regulatory requirements 

• Celebrate team wins and recognize high performers to drive motivation and engagement 

• Lead by example by maintaining personal retention goals and demonstrating best-in-class retention techniques 

• Assist Supervisor with scheduling, time-off coverage, and real-time adherence monitoring 

• Track and report on team performance metrics and coaching activities 

• Identify process gaps and recommend improvements to Supervisor and leadership 

• Handle retention calls and customer interactions as needed to support team volume 

Key Competencies 

Coaching & Development  

 Provides constructive feedback and develops team members through observation and real- time support 

Retention Expertise  

 Deep understanding of save techniques, objection handling, and customer retention strategies 

Communication  

 Clear communicator who delivers feedback, motivates team members, and escalates issues effectively 

Leadership by Example  

 Demonstrates excellence in retention performance and professional behavior 

Problem Solving  

 Identifies performance issues and works with team to implement solutions 

Attention to Detail  

 Monitors quality standards and ensures compliance with processes and regulations 

 

HUB Leadership Competencies 

VIU by HUB Leads are expected to demonstrate the following HUB organizational competencies in their daily work: 

 

Think Strategically 

Understands the big picture. Seeks multiple points of view and investigates all potential options, risks, and outcomes to drive results. 

Champion Talent 

Attracts and contributes to an environment where learning and development are valued and rewarded. Encourages a growth mindset and acknowledges accomplishments. 

Know the Business 

Understands how HUB generates revenue and what drives profitability. Makes decisions that clearly support HUB’s strategy and helps to transform plan into action by having awareness of business challenges, customer needs, procedures, and results. 

Drive Results 

Maintains high standards of accountability and concentrates efforts on achieving high-quality results aligned with HUB’s values. Uses critical thinking and sound business judgment to make decisions with varied degrees of risk and uncertainty. 

Be Agile 

Thrives in uncertain, complex, and ambiguous circumstances by anticipating and responding to changes with quick, focused, and adaptable behaviors. Combines rapid decision making with an action-oriented mindset to implement creative solutions. 

Foster Boundaryless Collaboration 

Encourages working together with others to freely collaborate, share information, and ideas across different disciplines. Leverages the strengths of others. 

Communicate with Impact 

Engages in respectful, authentic, and open communication with a variety of audiences in both verbal and non-verbal ways. Delivers convincing and meaningful messages that create alignment. 

 

Qualifications 

• High school diploma or equivalent required 

• Associate's or Bachelor's degree in Business, Communications, or related field preferred 

• 3-5 years of insurance industry experience (Property & Casualty preferred) 

• 2+ years as a top-performing Retention agent or similar customer service role with demonstrated success achieving retention goals 

• Experience providing informal coaching, mentoring, or training to peers 

• Strong understanding of personal lines insurance products (auto, home, renters, umbrella) 

• Excellent communication skills with ability to provide constructive feedback 

• Proven ability to manage multiple priorities while maintaining personal performance 

• Self-motivated with desire to develop leadership skills 

• Previous Team Lead, Senior Agent, or informal leadership experience 

• Experience in call center or high-volume retention environment 

• Familiarity with quality monitoring tools and call center technology 

• Track record of consistently ranking in top tier of team performance 

• Active Property & Casualty insurance license required  

 

Knowledge & Skills 

• Strong understanding of customer retention strategies, save techniques, and objection handling specific to insurance 

• Deep knowledge of personal lines insurance products including coverage options and rating factors 

• Skilled in providing real-time coaching and feedback in a call center environment 

• Ability to monitor calls for quality, compliance, and customer service excellence 

• Understanding of call center metrics including retention rate, save rate, and customer satisfaction 

• Proficiency with CRM platforms, quality monitoring systems, and call center technology 

• Strong interpersonal skills with ability to motivate and build relationships with team members 

• Time management skills to balance personal production with coaching and leadership responsibilities 

• Positive attitude with desire to help others succeed and contribute to team culture 

Department Account Management & Service

Required Experience: 1-2 years of relevant experience

Required Travel: No Travel Required

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.

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