Customer Retention Specialist

• Partner with agency owners and teams to design and implement retention-focused processes and customer communication systems.
• Coach agency staff on conducting annual policy reviews, identifying coverage gaps, and strengthening client relationships.
• Monitor and analyze retention data and trends, providing actionable insights to improve customer experience and reduce churn.
• Audit agency files, quotes, and policy renewals to ensure accuracy, compliance, and quality standards are consistently met.
• Lead training sessions and workshops on effective client communication, service recovery, and proactive account management.
• Collaborate with agency leadership to create follow-up systems for policy renewals, cross-selling opportunities, and lapse prevention.
• Act as a trusted resource and mentor, guiding agencies toward sustainable retention success.

District Retention Specialist

Director of Customer Retention