Policy Retention Specialist

Overview:

If you're looking for the stability of a profitable, growing company with the entrepreneurial spirit of a startup, we're hiring. SageSure, a leader in catastrophe-exposed property insurance, is seeking a Policy Retention Specialist. A strong candidate must have proven customer service skills, strong interpersonal communication skills, sales acumen, be highly organized, and have an innovative can-do mindset. This position would be responsible for positively impacting the customer experience by responding to negative feedback from insureds and agents. This position would be responsible for retaining current policyholders by advising potential adverse actions stemming from underwriting eligibility matters. If you meet these requirements, are results oriented and are ready to grow this line of business, we'd like to meet you!

What you'd be doing:

• Responding to feedback originating from customer and producer surveys, social media platforms and BBB reviews as well as phone and email interactions.
• Researching and addressing escalated issues in an effort to address customer concerns positively impact the customer's experience, up to and including executive level escalations.
• Identifying trends and opportunities for coaching and training Customer Service Representatives utilizing feedback obtained from customer interactions and surveys.
• Responding to and de-escalating tense customer interactions.
• Provide cross functional support to other teams within SageSure to include Claims Services, Underwriting Support. Policy Services and Premium Accounting.
• Analyze policy to create a positive retention environment and satisfy the needs of the consumer.
• Make appropriate recommendations and/or changes to the policy.
• Maintain a strong working knowledge of SageSure's overall portfolio to effectively counsel producers.
• Collaborate with internal customers/business groups to achieve results, sharing ideas and knowledge within the group geared toward a positive customer experience and increased retention.
• Meet established productivity measures established by management team in support of the retention initiative.
• Report on the status of accounts and transactions.
• Other duties as assigned.

We're looking for someone who has:

• 2 years of successful work experience in a client-facing role
• Strong verbal and written communication skills
• An ability to deliver products and answer inquiries on time
• Business acumen with a problem-solving attitude
• Ability to work under pressure
• Associate degree or equivalent work exp
• 2 years' experience in property & casualty insurance

Highly preferred candidates also have:

• 3 years' experience in property & casualty insurance
• Bachelor's Degree
• Property and Casualty License