Licensed Insurance Customer Service & Retention Representative (CSSR)

Job Description

Job Description

Quiñónez Agency is seeking a licensed insurance service professional who understands that excellent service protects client relationships and agency growth.

This role focuses on client retention, policy service, renewal support, and identifying opportunities for licensed producers to help clients with additional coverage. The ideal candidate is proactive, organized, and comfortable handling client conversations independently within their authority.

Responsibilities

• Handle routine client policy service requests and questions.
• Assist with policy changes, billing questions, documentation, and renewal follow-up.
• Support retention by identifying cancellation risks and contacting clients as appropriate.
• Process or coordinate certificates of insurance and other documentation within authorized procedures.
• Review renewal information and identify accounts that need additional attention.
• Recognize cross-sell opportunities and refer them to the appropriate producer.
• Maintain accurate client records and follow up on open service tasks.
• Communicate professionally with clients, carriers, and agency team members.
• Follow carrier requirements, agency procedures, and applicable insurance regulations.

Requirements

• Active Property & Casualty insurance license in Oklahoma, or ability to obtain it before performing activities requiring the license.
• Prior insurance agency customer service or account management experience preferred.
• Strong knowledge of personal lines; commercial lines experience is a plus.
• Excellent phone, writing, problem-solving, and client relationship skills.
• Organized, responsive, and capable of managing multiple priorities.
• Comfortable with agency management systems, carrier portals, and CRM software.
• Strong spoken and written English; Spanish is a plus.

Benefits

• Mon-Fri Schedule
• Career Growth Opportunities