Licensed Client Experience Manager

Job Description

Job Description

Client Experience Manager

Farmers Insurance-Chris Castanza Agency | Service and Retention Team

Position Overview

As part of our Service & Retention Team, you will serve on the front line of customer service within our growing insurance agency, oversee daily operations, and support staff development. As part of our Inside Sales Team, you will build and maintain strong relationships with current, future, and past clients while helping ensure their insurance needs are fully protected.

This role is focused on client retention, policy reviews, onboarding, relationship management, and identifying opportunities to improve coverage through cross-selling and account development. You will play a critical role in helping clients understand the value of partnering with our agency while supporting our mission to provide exceptional service and industry-leading retention.

We pride ourselves on being a one-stop shop for insurance solutions, offering Home, Auto, Life, Health, and Specialty insurance products to meet every stage of our clients lives.

Annual Base Salary + Commission

Paid Time Off (PTO)

Health Insurance

Mon-Fri Schedule

Hands on Training

Retirement Plan

Career Growth Opportunities

Key Responsibilities

Team Leadership & Management

• Lead, mentor, and support commercial insurance account managers and service staff
• Conduct regular team meetings, coaching sessions, and performance reviews
• Assist with onboarding and training new employees
• Monitor workloads and assign tasks to ensure service standards are met
• Promote a collaborative, client-focused team culture

Client Relationship Management

• Build and maintain long-term relationships with current, future, and past clients
• Reach out to clients regarding policy renewals, updates, corrections, and coverage reviews
• Handle inbound and outbound client communications with professionalism and urgency
• Assist clients with claims support, documentation requests, billing concerns, and policy changes
• Deliver a high-level client experience that strengthens loyalty and retention

Policy Reviews & Coverage Solutions

• Review existing client policies to identify gaps in coverage and recommend solutions
• Cross-sell and upsell additional insurance products based on client needs
• Shop policies across carriers to ensure clients receive the best possible coverage and value
• Support agency retention goals by proactively managing accounts and strengthening relationships

New Client Onboarding

• Onboard new clients from our Outside Sales and Commercial Teams
• Review policies and documents to ensure smooth transitions into the agency
• Educate clients on agency services and the advantages of being part of our agency family
• Ensure every onboarding experience is seamless, organized, and welcoming

Business Development & Retention

• Reach out to referral opportunities, online quote requests, and former clients
• Re-engage past customers and work to win back lost business
• Help generate growth through relationship-based sales and service opportunities
• Support the agencys mission to maintain 90%+ retention levels

A Day in the Life

As a Client Experience Manager, you are the backbone of an agency managing a $15M+ book of business.

Each day includes reviewing client policies, taking inbound calls, and proactively reaching out to clients to help resolve or enhance their insurance needs. Responsibilities may include:

Adding or updating coverages

Assisting with claims processes

Sending policy documents

Shopping policies with different carriers

Conducting policy reviews

Identifying opportunities for additional protection

You will also play a key role in onboarding new clients from our sales teams, ensuring their transition into our agency is smooth and stress-free.

Through onboarding, account reviews, referrals, online quote requests, and outreach to current and former customers, you will help uncover new opportunities while strengthening existing relationships.

This position directly supports our mission to become not only the best insurance agency in the Kansas City area, but one of the best in the country.

Qualifications

• 2+ years experience in leadership, customer service, insurance, sales, or account management experience
• Strong communication and relationship-building skills
• Ability to multitask and manage a high volume of client interactions
• Detail-oriented with strong organizational skills
• Self-motivated with a desire to grow within a fast-paced environment
• Licensed insurance experience is required

Why Join Us?

Be part of a rapidly expanding agency with significant growth opportunities

Join a supportive and energetic team culture

Opportunity to grow within a high-performing insurance organization

Help make a meaningful impact on clients lives every day

Get in on the ground floor of an agency growing by the day

Benefits

Competitive salary plus performance incentives

Health insurance contribution plan

Paid time off and holidays

Retirement plan options

Licensing and professional development support

Positive and collaborative team culture

Work Environment

The role involves regular interaction with clients, insurance carriers, and internal team members in a professional office