Retention Specialist (Insurance Agency)

Location: San Antonio, TX (Remote/Hybrid options available)

About Us

Shannon Miller Insurance is a fast-growing, client-focused brokerage dedicated to helping individuals and families protect what matters most. We partner with multiple top-rated carriers to deliver the best coverage and value while building long-term relationships with our clients.

Position Overview

We are looking for a proactive and solutions-driven Retention Specialist to own the renewal experience and reduce client churn. This role goes beyond customer service, you will act as a trusted advisor, identifying coverage gaps, remarketing policies when needed, and delivering value-driven conversations that keep clients with our agency.

Key Responsibilities

• Own the Renewal Process
• Review upcoming renewals and proactively contact clients
• Explain rate changes and coverage in a clear, confident manner
• Ensure every renewal includes a meaningful coverage conversation
• Save & Retain Business
• Handle cancellation requests and re-shop policies across multiple carriers
• Present competitive options and overcome objections
• Identify missed opportunities and take action to save accounts
• Drive Account Growth
• Cross-sell additional products (auto, home, renters, toys, umbrella, etc.)
• Educate clients on bundling opportunities (many carriers offer up to 30% savings)
• Identify and close coverage gaps
• Own the Details
• Document all client interactions thoroughly
• Track retention efforts, outcomes, and opportunities
• Follow through—no dropped balls
• Be a Problem Solver
• Identify trends in cancellations and bring solutions to leadership
• Continuously improve scripts, processes, and client experience

What Success Looks Like

• High policy retention rate
• Increased policies per household
• Consistent, high-quality renewal conversations
• Proactive problem-solving (not just reporting issues)

Compensation & Perks

• Competitive hourly pay + bonus opportunities tied to retention & growth
• Flexible work environment (remote/hybrid options)
• Growth opportunities within a scaling agency
• Supportive, high-performance team culture

Why This Role Matters

This is a key role in our agency’s growth. Retention is just as important as sales, you are directly impacting profitability, client experience, and long-term success.

Qualifications

• Active Property & Casualty Insurance License (required)
• 1–3+ years insurance experience (service, sales, or retention)
• Experience working with multiple carriers (brokerage experience preferred)
• Strong communication and objection-handling skills
• Ability to think critically and act independently
• Highly organized with strong follow-up discipline