Client Retention Specialist supporting customers of TD Merchant Solutions by providing expert guidance and legendary experiences. Delivering solutions through inbound and outbound service interactions in a hybrid work environment.
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Hybrid District Retention Specialist
Posted 5 months ago
About the role
- District Retention Specialist at Farmers Insurance focusing on client retention and agency performance improvement. Collaborating with agencies to implement effective retention strategies and maintain service excellence.
Responsibilities
- Partner with agency owners and teams to design and implement retention-focused processes and customer communication systems.
- Coach agency staff on conducting annual policy reviews, identifying coverage gaps, and strengthening client relationships.
- Monitor and analyze retention data and trends, providing actionable insights to improve customer experience and reduce churn.
- Audit agency files, quotes, and policy renewals to ensure accuracy, compliance, and quality standards are consistently met.
- Lead training sessions and workshops on effective client communication, service recovery, and proactive account management.
- Collaborate with agency leadership to create follow-up systems for policy renewals, cross-selling opportunities, and lapse prevention.
- Act as a trusted resource and mentor, guiding agencies toward sustainable retention success.
Requirements
- 2+ years of experience in insurance customer service, retention, or agency operations
- Proven ability to analyze data and implement process improvements
- Strong communication and presentation skills with a focus on coaching and collaboration
- Detail-oriented, organized, and skilled at managing multiple agency relationships
- Active Property & Casualty license required; Life & Health license preferred
Benefits
- Competitive salary with performance-based incentives
- Opportunity to shape retention culture across multiple agencies
- Leadership development and long-term career growth opportunities
- A meaningful role focused on helping agencies protect their clients and their reputations
- A collaborative, supportive, and growth-oriented district culture
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