Customer Onboarding and Retention Specialist

Job Description

Job Description

The Customer Onboarding and Retention Specialist plays a critical role in delivering an exceptional client experience from initial contact through long-term policy maintenance. This individual is responsible for guiding new clients through the onboarding process, ensuring a smooth transition, and implementing strategies to retain existing clients by providing consistent, value-driven support and service.

Benefits

Hourly Base Salary + Commission

Paid Time Off (PTO)

Work from Home

Health Insurance

Dental Insurance

Life Insurance

Mon-Fri Schedule

Career Growth Opportunities

Retirement Plan

Responsibilities

• Welcome new clients with personalized communication and introduce them to the agency's services.

• Guide clients through policy setup, documentation, and coverage explanation.

• Ensure accurate data entry and maintenance within agency management systems (e.g., AgencyZoom, Salesforce, or Farmers Dashboard).

• Coordinate with producers and agents to ensure smooth handoffs and complete client information.

• Maintain regular contact with clients to ensure satisfaction, answer questions, and proactively address issues.

• Monitor policy renewals and proactively reach out to clients prior to expiration.

• Upsell and cross-sell additional coverages or products that align with client needs.

• Track customer feedback and collaborate with the team to improve service processes.

• Assist with customer service requests including policy changes, billing inquiries, and document delivery.

• Follow up on late payments or policy lapses with a retention-minded approach.

Requirements

• Excellent verbal and written communication skills.

• Strong organizational and multitasking abilities.

• Proficiency with CRM systems, Microsoft Office, and digital communication tools.