Job Summary

Job Title: Client Retention Specialist

 

You'll Report To: Client Retention Manager

 

The Client Retention Specialist will handle policyholder inquiries and make outbound calls to policyholders to engage in the process of identifying American Integrity products and endorsements valuable to the policyholder, with a focus on retention of current customers.  This position will work closely with our partner agents to increase profitable sales through consultative sales techniques and ensuring the training and dissemination of product and pricing information to retain current policyholders.

Responsibilities

• Deliver extraordinary service on inbound and outbound calls in a fast-paced, structured client services environment.
• Ensure a high level of customer satisfaction through proactive support and active listening.
• Consult policyholders to understand their needs and tailor unique solutions for each policyholder, reinforcing the benefits of American Integrity as an insurance provider and provide relevant product offers that deepen policyholder engagement and result in measurable value for the policyholder.
• Continuously improve on key servicing and selling skills, including building rapport, understanding policyholder needs, and handling objections.
• Provide clear, concise and accurate information regarding product offerings.
• Update policyholder information and take well-written and understandable notes.
• Provide feedback to internal and external teams, including underwriting, sales, product, pricing, and agent partners to improve client retention.
• Additional duties as needed.

Qualifications

Experience: 3-5 years’ experience Business Development or Customer Service in Homeowner's Insurance required. Familiarity with other carriers' policies and coverages and how to stay competitive in the marketplace strongly desired. 

 

Licensure: Must possess a current 20-44 (Personal Lines) or 2-20 (General Lines) license, with preference towards 2-20 license holders. 

 

Knowledge, Skills, and Certifications:

• Possess a solid understanding of homeowner’s insurance products, specifically in the Florida market.
• Ability to influence others.
• Polished communication skills with skill in interpersonal relationships including client de-escalation.
• Exceptional analytical and problem-solving skills.
• Understanding of market and competition as well as the business implications of decisions.
• Experienced and knowledgeable in the principles and methods for promoting and selling products and services.
• Exposure to policy and claims administration systems, and computer savvy to navigate the system.
• Strong team player and highly collaborative.
• Maintains a positive attitude.
• Experience in communicating with varied organizational tiers and customer types.
• Presentation skills including delivery to clients and varied organizational tiers.
• Ability to work individually and in a team environment to meet company and client needs.
• Intermediate User- Microsoft Word, Excel, Outlook and Salesforce, preferred. 

Your Environment (Text Only)

Working Conditions: Normal business office environment.  Must be able to remain in a stationary position for periods of time while constantly operating a computer and or other office productivity machinery such as a calculator or telephone.  The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery or communicate with coworkers.   Travel: Minimal, as required.   ADA: The above statements cover what are generally believed to be the principal and essential functions of this job.  Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of job duties.    American Integrity Insurance Group is an Equal Opportunity Employer.