Benefits:

Competitive salary

Opportunity for advancement

Training & development

Client Success & Retention Specialist

We are looking for a proactive and detail-oriented team member to join our agency as a Client Success & Retention Specialist. This role is key to building strong client relationships from day one and ensuring seamless experiences throughout the customer lifecycle — from onboarding through renewals, cancellations, and terminations.

Key Responsibilities

New Client Onboarding

Guide new clients through the onboarding process, ensuring timely completion of policy setup.

Assist clients with enrolling in the customer online account/portal, mobile app, policy, and eBill, and support enrollment in an app-based telematics program where applicable.

Track onboarding progress in the agency management system, follow up on outstanding tasks and maintain accurate records.

Provide clear communication, welcome calls, and personalized touches (e.g., welcome kits, postcards).

Policy Renewals

Run renewal audits and identify upcoming renewals.

Reach out to clients proactively to review coverage, address potential gaps, and discuss changes in their needs.

Explain renewal terms and premium adjustments; help identify options to reduce increases when appropriate.

Reinforce benefits of paperless enrollment and easy-pay options to support discounts and retention.

Cancellations & Terminations

Contact clients who request or initiate cancellations to understand their reasons and explore solutions.

Document and process cancellations accurately while ensuring compliance with carrier and regulatory guidelines.

Provide a positive and professional offboarding experience to preserve goodwill and encourage potential return business.

General Client Support

Serve as the first point of contact for client onboarding and policy maintenance inquiries.

Confirm client preferences for billing, payment, and communication.

Maintain consistent, friendly, and professional communication across phone, email, and text.

Qualifications

Strong organizational skills with attention to detail.

Excellent written and verbal communication skills.

Ability to manage multiple clients and deadlines at once.

Prior customer service, insurance, or client-facing experience preferred.

Comfortable using digital platforms such as AMS/CRM, eSign tools, customer portals, and mobile apps.

Success in This Role Looks Like

Smooth client onboarding experiences that build trust and confidence.

High retention and renewal rates driven by proactive support.

Clear, empathetic handling of cancellations that leaves the door open for future business.