Customer Service and Retention Specialist, Brokerage / Multi-carrier

Role Overview

Help homeowners stay protected by reviewing renewals, reshopping coverage, and finding retention solutions across multiple carriers while delivering empathetic, licensed insurance expertise.

What You Will Do

Own inbound renewal review conversations with existing policyholders, contact customers who have expressed interest in canceling coverage, perform coverage counseling and policy reviews, reshops policies with approved carrier partners, resolve customer questions and concerns, and create, update, and deliver policy options and documentation.

Why It Might Be a Fit

You will use your skills and judgment to take ownership of meaningful work, improve how we operate, and help move EIG’s mission forward. You will deliver outcomes that make a real difference for both Kinfolk and the homeowners we serve.

Requirements

• Active Personal Lines or Property & Casualty Insurance License
• 2+ years of brokerage or multi-carrier insurance experience
• 1+ year of insurance sales, retention, or customer retention experience
• Experience conducting policy reviews, coverage counseling, and renewal consultations
• Ability to de-escalate challenging customer situations and resolve concerns over the phone
• Strong attention to detail and accuracy when handling policy information and documentation
• Experience managing multiple customer follow-ups, priorities, and tasks in a fast-paced environment
• Comfort navigating insurance systems, carrier platforms, and customer service technology

Benefits

• Competitive salary
• Company equity through Restricted Stock Units (RSUs)
• 401(k) with company match up to 4% of eligible earnings
• Multiple medical plan options, plus dental and vision coverage
• Company-funded HSA contributions (based on medical plan selection)
• Company-paid life insurance and short-term disability
• Employee referral bonuses
• A variety of supplemental benefit options, including long-term disability, critical illness, accident, legal, and pet insurance
• Access to mental health support and confidential counseling resources
• 11 days of accrued PTO and 7 days paid sick leave per year, plus 8 paid company holidays
• Paid parental leave, including up to 14 weeks at 100% pay for birthing parents and 8 weeks at 100% pay for non-birthing parents
• Career mobility and internal growth opportunities across the organization
• Professional development budgets for certifications, conferences, and learning available, subject to management approval

Originally posted on Himalayas