Handles inbound and outbound calls focused on new business policy retention, customer satisfaction, and relationship management. Coordinates and follows through on outstanding (trailing) documents, providing clear guidance to members to ensure a smooth and compliant policy onboarding experience. Answers inbound calls to assist members with unlicensed policy activities such as providing carrier payment information, update mortgagee clauses, and providing supporting documentation such as EOI's to lenders and proof of insurance to members. Documents all activity accurately in agency management systems and maintains compliance with regulatory requirements. Collaborates with sales and service teams to resolve escalations and improve retention outcomes. Monitors retention trends and provides feedback on common cancellation drivers. Supports cross-functional initiatives, campaigns, and special projects.

High school diploma or equivalent required. Minimum 4 years of insurance service, retention, or call center experience with an emphasis on positive customer experience. Strong communication, objection handling, and problem-solving skills. Ability to multitask across systems in a fast-paced environment. Proficiency in Microsoft Office applications.