Retention Specialist (Insurance Agency)

Job Description

Job Description

Description:

Shannon Miller Insurance (SMI) is an established independent insurance agency serving individuals, families, and businesses throughout Texas. Our mission is to provide personalized service, trusted guidance, and tailored insurance solutions while building long-term relationships founded on trust, integrity, and exceptional service.  

Position Overview  

We are looking for a proactive and solutions-driven  Retention Specialist to own the renewal experience and reduce client churn. This role goes beyond customer service, you will act as a trusted advisor, identifying coverage gaps, remarketing policies when needed, and delivering value-driven conversations that keep clients with our agency. 

Key Responsibilities  

• Own the Renewal Process  
• Review upcoming renewals and proactively contact clients 
• Explain rate changes and coverage in a clear, confident manner 
• Ensure every renewal includes a meaningful coverage conversation 
• Save & Retain Business  
• Handle cancellation requests and re-shop policies across multiple carriers 
• Present competitive options and overcome objections 
• Identify missed opportunities and take action to save accounts 
• Drive Account Growth  
• Cross-sell additional products (auto, home, renters, toys, umbrella, etc.) 
• Educate clients on bundling opportunities (many carriers offer up to 30% savings) 
• Identify and close coverage gaps 
• Own the Details  
• Document all client interactions thoroughly 
• Track retention efforts, outcomes, and opportunities 
• Follow through—no dropped balls 
• Be a Problem Solver  
• Identify trends in cancellations and bring solutions to leadership 
• Continuously improve scripts, processes, and client experience 

What Success Looks Like  

• High policy retention rate 
• Increased policies per household 
• Consistent, high-quality renewal conversations 
• Proactive problem-solving (not just reporting issues) 

Compensation & Perks  

• Competitive hourly pay + bonus opportunities tied to retention & growth 
• Flexible work environment (remote/hybrid options) 
• Growth opportunities within a scaling agency 
• Supportive, high-performance team culture 

Why This Role Matters  

This is a  key role in our agency’s growth . Retention is just as important as sales, you are directly impacting profitability, client experience, and long-term success. 

  Qualifications  

• Active Property & Casualty Insurance License (required) 
• 1–3+ years insurance experience (service, sales, or retention) 
• Experience working with multiple carriers (brokerage experience preferred) 
• Strong communication and objection-handling skills 
• Ability to think critically and act independently 
• Highly organized with strong follow-up discipline