Licensed Customer Service Retention Specialist, Agency Experience
The world has changed. Why hasn’t insurance?
Kin’s mission is to reimagine home insurance For Every New Normal. While other insurers struggle to handle a fast-changing world, Kin is built for the future and is prepared to meet its challenges head on while helping our customers do the same.
Kin is proud to be a 4-time recipient (2021-2024) of BuiltIn Chicago’s Best Mid Sized Companies to work for, and Forbes 2021, 2022, & 2023 Best Startup Employers in North America. Simply put, our people are what make us great, and we need forward-thinking, inspired game-changers like you to join us in our mission.
So, what’s the role?
As a Licensed Customer Service Retention Specialist, Agency Experience, you have the chance to be the first point of communication for our insureds. In this role, you can expect to handle questions regarding policies, payments, cancellations and other topics, as needed. In this role, you will save customers from leaving our agency, offering reshops, discount checks, and policy reviews as needed. You will interact with our customers however is most convenient for them, including phone and email. It is important that you are knowledgeable in the auto/property insurance space; at this time, we are seeking applicants that currently hold an active Personal Lines insurance License. We are looking for applicants that are able to effectively use tools and resources to keep our customers from canceling their policies. When time permits, we’d love your help in updating forms, policies, procedures, and training materials.
A day in the life could include:
- Taking inbound calls from customers that wish to have a renewal review
- Interacting with current policyholders to resolve issues, answer questions, and beyond
- Contacting customers who have expressed interest in canceling their policy, and exploring options with other carriers
- Do coverage counseling/finding additional ways to retain the business
- Creating/updating policies for customers to review
I’ve got the skills… but do I have the necessary ones?
- Holds an active Personal Lines Insurance license
- Minimum 2 years of Independent Agency experience
- Minimum 1 year of experience in selling and/or retention in the insurance space
- Superior people skills and a strong empathetic nature
- Ability to work with those in distress; you can de-escalate and resolve customer concerns via phone
- Superb attention to detail (it seems obvious, but this one is important!)
- Not afraid to tackle problems and work to solve them independently
- Has a strong technical ability
- You are flexible and coachable
- Highly Organized and able to manage multiple tasks/follow-ups with customers
Bonus Points
- Bilingual Spanish speaker a plus, but not required
- Experience in a call center/high incoming call volume environment at plus, but not required
Oh, and don’t worry, we’ve got you covered.
- Medical, Dental and Vision Insurance
- Remote work and flexible work hours
- Flexible PTO policy
- Very generous equity options and 401K
- Parental Leave
- Continuing education and professional development
- Disability and Life Insurance
In an industry that hasn't budged in more than 100 years, our technology transforms the user experience, cuts inefficiencies that waste billions of consumer dollars, and customizes coverage homeowners want. We believe insurance was always meant to be a digital product – we’re making that a reality.
Our approach to the industry makes us unique, and the people at Kin help us excel. We’re a team of problem solvers, collaborators, builders, and dreamers who are passionate about creating positive change in the lives of our customers and in our industry. Kin is more than just our name – it’s how we treat each other. That’s one of the many reasons we’ve been recognized as a great place to work by Built In, Forbes, and Fast Company.
EEOC Statement
Kin is proud to be an Equal Employment Opportunity and Affirmative Action Employer. We don't just accept difference – we honor it, nurture it, and celebrate it. We don’t discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Kin encourages applications from all backgrounds, communities and industries, and are committed to having a team that is made up of diverse skills, experiences and abilities.
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