Licensed Insurance Customer Service & Retention Representative

Alejandra Heishman•Hagerstown, MD

3d•Onsite

About The Position

We are seeking a dedicated Customer Success & Retention Specialist to serve as a friendly voice and face in our brick-and-mortar office. In this role, you will help our existing clients review their coverage, answer billing questions, process policy changes, and ensure they stay protected year after year. No prior insurance experience? No problem! While you do not need to be licensed to apply, we will sponsor, pay for, and guide you through obtaining your Maryland Property & Casualty (P&C) insurance license within your first 45 to 60 days as part of your onboarding. As a licensed sales professional, you'll learn the business inside and out. You'll help grow an Allstate agency and build relationships in your community. And that's just the beginning. Continue your journey and explore other exciting opportunities within the agency and beyond, including potentially becoming an Allstate agency owner. The agency staff opportunity is not an employment opportunity directly with Allstate Insurance Co.; but rather employment as a staff member with Allstate Exclusive Agents, who are independent contractors.

Requirements

Must be willing to study for and successfully pass the Maryland Property & Casualty (P&C) licensing exam within your first 45–60 days (we cover all study materials and exam costs!).
Exceptional verbal and written communication skills with a natural knack for customer service, active listening, and conflict resolution.
Comfortable managing a high volume of daily tasks, emails, and client database notes with strong attention to detail.

Nice To Haves

Prior experience in customer service environments—such as retail management, banking/teller services, hospitality, or front-desk administration—is a huge plus.

Responsibilities

Handle inbound client calls, greet visitors, and resolve policy or billing questions with accuracy and empathy.
Proactively manage renewal touchpoints, conduct annual policy reviews, and implement retention strategies to protect and grow our book of business.
Accurately update policies, handle auto ID cards, binder requests, and policy changes through agency systems.
Spot gaps in coverage during service interactions and seamlessly transition warm leads over to our sales team (with commission opportunities!).
Work closely with the principal agent and sales staff to keep office workflows smooth and efficient.