Customer Retention Specialist - State Farm Agent Team Member

Job Description

Job Description

Benefits:

• 401(k)
• 401(k) matching
• Bonus based on performance
• Competitive salary
• Paid time off
• Profit sharing
• Training & development

We’re hiring a Customer Retention Representative to deliver outstanding service to our policyholders and help drive retention. In this role, you’ll support clients with P&C , Life & Health , and related financial services products—answering questions, helping with policy changes and renewals, and ensuring clients feel confident and taken care of throughout their coverage journey.

Responsibilities

• Provide day-to-day client support for existing policyholders, including answering questions and resolving issues promptly
• Help manage renewals by monitoring upcoming dates and contacting clients as needed to keep policies active and updated
• Support policy changes, billing questions, endorsements, certificates, and documentation requests
• Gather information from clients and coordinate with carriers/internal team members to ensure timely processing
• Review client account details for accuracy and follow up on missing information
• Track service activity, renewal status, and open items to ensure nothing falls through the cracks
• Maintain organized case notes and documentation for each client in a CRM or tracking system
• Maintain a strong working knowledge of products and compliance requirements
• Support retention by proactively identifying service opportunities and ensuring clients have what they need
• Request and encourage customers to leave Google reviews , and respond appropriately to review feedback when needed
• Identify opportunities for clients to take advantage of bundle discounts and help them understand available options (e.g., combining auto/home, or adding Life & Health where applicable)

Qualifications

• Insurance experience preferred (P&C and/or Life & Health)
• Strong communication skills and a friendly, patient, service-first attitude
• Ability to work independently while coordinating with carriers and teammates
• Organized, dependable, and able to manage multiple client requests at once
• Comfortable with CRM tools, email, and basic computer programs/spreadsheets
• Valid insurance license (or ability to obtain required licenses promptly)

Compensation

• Base pay + bonus + profit sharing (based on performance and team results)