Customer Retention & Growth Specialist (Bilingual, Hybrid)

Job Description

Job Description

At Menchaca Insurance Agency, we believe insurance is really about people: protecting families, small businesses, and the futures they're building. We're a bilingual, close-knit team led by Mayra Menchaca, and we live by five things: stay coachable, keep a positive mindset, be a team player, serve with heart, and show up with a winner mentality. We'd rather hire great character and train great skill than the other way around. If that sounds like your kind of place, keep reading.

Our clients stay with us because someone here genuinely looks out for them. That someone could be you. In this role, you're the person our existing clients call when they have a question, a billing issue, or a life change that affects their coverage. You'll review policies, spot gaps before they become problems, and help families add protection that actually fits their lives, including life insurance.

A typical day: helping clients in English and Spanish over the phone and in person, running policy reviews, solving billing concerns, uncovering coverage gaps, and finding natural opportunities to protect clients better through cross-selling and life insurance conversations. You'll document everything carefully (our AI tools make this easier than you think), because protecting our clients also means protecting the agency.

Benefits:

After 60 days of continuous employment, you're eligible to enroll in our full benefits program:

Health insurance for you and your eligible dependents

Vision coverage for exams, glasses, and contact lenses

Dental coverage for check-ups and treatments

Group life insurance for your peace of mind

401(k) retirement plan with a 3% company match

Where this role can take you:

This isn't a dead-end seat. We invest in ongoing training, role-playing, coaching, and clear performance goals, and we promote from within as the agency grows. You'll always know exactly what success looks like in your role, and what the next step up looks like too.

One honest note before you apply:

We love working here, but this agency isn't for everyone. You probably won't enjoy it here if:

You don't like helping people (that's the whole job)

You'd rather guess than ask questions and learn

Feedback feels like an attack instead of a gift

Gossip is your love language

Still reading? Then we'd genuinely love to meet you. Apply below. It takes just a few minutes, and we respond to every single application.

Responsibilities

• Take great care of inbound customer requests by phone, email, and in person
• Conduct policy reviews and identify coverage gaps
• Resolve billing concerns quickly and kindly
• Start life insurance conversations and set appointments
• Cross-sell Property & Casualty products where it genuinely helps the client
• Document every interaction (we'll train you on our AI documentation tools)
• Help protect the agency from errors & omissions exposure

How we measure success together: about 10 issued items and 4 kept life appointments per month, and a daily rhythm of 3 hours of talk time, 6+ generated leads, or 1 issued item. We'll never leave you guessing about how you're doing.

Requirements

• Active Texas Property & Casualty license
• Bilingual, fully comfortable in English and Spanish
• Able to work in office on our required schedule
• Relationship-driven: you remember names, follow up, and take ownership
• Organized and detail-oriented (things don't slip through your cracks)
• Comfortable with technology and open to using AI tools daily
• Coachable. You like feedback and you use it

Benefits

• Health Insurance
• Hands on Training
• Career Growth Opportunities
• Life Insurance
• Disability Insurance
• Mon-Fri Schedule
• Paid Time Off (PTO)
• Vision Insurance
• Dental Insurance
• Health insurance for you and your eligible dependents
• Vision coverage for exams, glasses and contact lenses
• Dental coverage for check-ups and treatments