Retention Specialist

Job Description

Job Description

Benefits:

• Bonus based on performance
• Company parties
• Competitive salary
• Dental insurance
• Employee discounts
• Flexible schedule
• Free food & snacks
• Health insurance
• Paid time off
• Signing bonus
• Training & development
• Vision insurance

Position Summary:

As a Retention Specialist , your primary responsibility will be to prevent policy cancellations —whether initiated by the customer due to rates or other issues, or initiated by company due to non-payment, non-renewal, etc. You’ll speak directly with customers who are considering cancellation, understand their concerns, and work to provide solutions that encourage them to remain insured with us.

This is not a sales role in the traditional sense—but your communication skills, empathy, and ability to problem-solve will play a critical role in keeping policies active and customers engaged.

Key Responsibilities:

• Contact customers who have expressed a desire to cancel or who are at risk of cancellation
• Listen, empathize, and explore underlying issues driving the cancellation request
• Offer customized solutions and retention strategies to retain business
• Educate clients on policy benefits, billing options, coverage implications, and available discounts
• Proactively follow up on accounts at risk of cancellation due to non-payment, underwriting issues, rate increases, customer satisfaction etc
• Document all interactions and outcomes accurately in agency management systems
• Collaborate with service and sales teams to provide seamless customer support
• Stay current on product knowledge, available discounts, billing systems, and retention best practices

Qualifications:

• Prior experience in insurance, customer service, or retention/sales roles preferred
• Property & Casualty license
• Excellent communication and negotiation skills
• Ability to remain calm, professional, warm and empathetic under pressure
• Problem-solving mindset with attention to detail

Flexible work from home options available.

Compensation: $16.00 - $24.00 per hour