Insurance Services Retention Agent

Security Service Federal Credit Union • San Antonio, TX

5d

About The Position

The Insurance Services Retention Agent handles inbound and outbound calls focused on retaining new business policies, customer satisfaction, and relationship management. The role coordinates and follows up on outstanding (trailing) documents, providing members with clear guidance for a smooth and compliant policy onboarding experience. The agent also handles unlicensed policy activities, documents activity accurately in agency management systems, and maintains regulatory compliance. The position collaborates with sales and service teams to address escalations and improve retention outcomes, monitors retention trends, shares feedback on common cancellation drivers, and supports cross-functional initiatives, campaigns, and special projects.

Requirements

• High school diploma or equivalent.
• 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.

Responsibilities

• Handle inbound and outbound calls focused on new business policy retention, customer satisfaction, and relationship management.
• Coordinate and follow up on outstanding (trailing) documents.
• Provide members with clear guidance to support smooth and compliant policy onboarding.
• Assist members with unlicensed policy activities, including providing carrier payment information, updating mortgagee clauses, and providing EOI documentation to lenders and proof of insurance to members.
• Accurately document activity in agency management systems and maintain compliance with regulatory requirements.
• Collaborate with sales and service teams to resolve escalations and improve retention outcomes.
• Monitor retention trends and provide feedback on common cancellation drivers.
• Support cross-functional initiatives, campaigns, and special projects.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED