Insurance Services Agent Model Insurance Service Associate Senior Service Agent Sales & Service Specialist  Entry-level position  Single insurance product servicing (such as auto insurance only or home insurance only)  Must demonstrate proficiency within 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 Associate Service & Sales Agent

Insurance Services Agent Model Detail 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 Associate Service & 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