Retention Agent - Personal lines
Core
Contact current policyholders via phone and online chat to retain business, process policy changes, and cross-sell personal lines insurance products.
Role type
Retention Agent (Personal Lines Insurance)
Builds
Retains existing insurance policies and increases awareness of Nationwide brand products
Domain
Insurance (Property & Casualty)
Deliverable
client delivery
Required skills
Property/casualty insurance product knowledge, state regulations knowledge, policy processing, customer service, sales, contract interpretation, system data entry
Preferred skills
Insurance industry experience, call center exposure, sales experience, undergraduate studies in insurance/marketing/communications
Technologies
Personal computer, business software, insurance processing systems
Responsibilities
Make and receive calls to perform retention activities and cross-sell products; Contact policyholders after claim closure for service reviews; Save policies from cancellation by acquiring required documentation; Process policy changes and advise on retention efforts; Respond to ad hoc retention requests; Interpret contracts to explain coverage; Maintain understanding of product updates and system improvements
Seniority
Entry-level to Mid-level, individual contributor