Retention Advisor

Brightway Insurance•Jacksonville, FL

10d•Onsite

About The Position

At the heart of every great insurance experience is a trusted advisor who listens, problem-solves, and genuinely cares. As a Retention Advisor, youll be exactly that person. Youll guide customers through policy renewals, help them understand their coverage options, and proactively work to ensure they feel confident and protectedevery step of the way. This is not a call-center script role. Youll bring independent judgment and consultative expertise to every interaction, crafting personalized solutions that address real customer needs while building lasting loyalty.

Requirements

Bachelors degree or equivalent experience.
24 years in customer service, insurance operations, or account advisorywith a preference for insurance retention or customer advisory backgrounds.
Consultative customer engagementyou listen first, then advise.
Strong analytical thinking and confident decision-making.
Excellent verbal and written communication; you can simplify complex topics without losing their importance.
Active listening and creative problem-solving in fast-paced environments.
Sharp attention to detail, thorough documentation, and consistent follow-through.
Ability to juggle multiple priorities while communicating retention decisions with clarity and confidence.

Nice To Haves

Insurance license (P&C or Life & Health) preferred; we support the right candidate in obtaining one within a specified timeframe.

Responsibilities

Manage inbound customer contacts generated through automated outreach campaigns, plus assigned inquiries via phone, email, and SMSproviding expert, consultative guidance on policy renewals and coverage options.
Conduct outbound annual review conversations to walk customers through renewal changes, explain premium adjustments, discuss coverage updates, and give context on market conditions.
Serve as a trusted advisor who helps customers understand the real value of their coverage and the benefits of staying continuously protected.
Proactively identify customers experiencing significant premium changes (20%+) or at-risk policies, reviewing renewal impacts to craft tailored coverage solutions that minimize cancellations and deepen loyalty.
Determine smart retention solutionscoverage reviews, mitigation steps, and re-shop optionsusing your judgment and expertise to find the best path forward for each customer.
Analyze trends to spot retention risks early, including premium increases, coverage concerns, or signals of customer dissatisfaction.
Proactively identify cross-sell opportunities by assessing customer needs, coverage gaps, and life changesrecommending products and enhancements that deliver greater protection and long-term value.
Collaborate with internal teams on escalated matters, offering recommendations grounded in your expertise and sound judgment.