Client Retention Specialist

About Us:

American Integrity Insurance (NYSE: AII) is a leading provider of homeowners insurance, proudly serving over 400,000 policyholders across the Southeast. Comprised of more than 300 insurance professionals, most of whom work in our Tampa-area headquarters, and exclusively represented by more than 3,000 independent agents, we offer sound and comprehensive property and dwelling insurance to families throughout Florida, Georgia, and South Carolina. Our organization derives its Strength From IntegrityTM, and we are proud to have been recognized as a Top Place to Work in Tampa by the Tampa Bay Times and a Best Place to Work in Insurance by Business Insurance Magazine for the past twelve years. We have also rated among the Top Workplaces in the USA by USA Today for the past five years.

A Day in the Life:

Who knew Insurance could be this fun? From company picnics to charity events, no one can ever say American Integrity Insurance doesn't understand the importance of having fun, helping others, or giving back. Our company culture is priceless, and it's built around our six core values: Integrity, Commitment, Teamwork, Humility, Passion, and Fun. As a team working to provide home insurance solutions to our policyholders, together we aim to achieve greater heights each day and celebrate each other's accomplishments along the way. It is our mission to continue providing reliable, customer-centric homeowners insurance and paying claims in a timely manner when our customers suffer a loss – and to do so with Integrity.

Learn more about American Integrity Insurance and our job opportunities at https://careers.aii.com.

Title: Client Retention Specialist

You'll Report To: Client Retention Manager

The Client Retention Specialist will handle policyholder inquiries and make outbound calls to policyholders to engage in the process of identifying American Integrity products and endorsements valuable to the policyholder, with a focus on retention of current customers.  This position will work closely with our partner agents to increase profitable sales through consultative sales techniques and ensuring the training and dissemination of product and pricing information to retain current policyholders.

• Deliver extraordinary service on inbound and outbound calls in a fast-paced, structured client services environment.
• Ensure a high level of customer satisfaction through proactive support and active listening.
• Consult policyholders to understand their needs and tailor unique solutions for each policyholder, reinforcing the benefits of American Integrity as an insurance provider and provide relevant product offers that deepen policyholder engagement and result in measurable value for the policyholder.
• Continuously improve on key servicing and selling skills, including building rapport, understanding policyholder needs, and handling objections.
• Provide clear, concise and accurate information regarding product offerings.
• Update policyholder information and take well-written and understandable notes.
• Provide feedback to internal and external teams, including underwriting, sales, product, pricing, and agent partners to improve client retention.
• Additional duties as needed.

Experience: 3-5 years’ experience Business Development or Customer Service in Homeowner's Insurance required. Familiarity with other carriers' policies and coverages and how to stay competitive in the marketplace strongly desired. 

Licensure: Must possess a current 20-44 (Personal Lines) or 2-20 (General Lines) license, with preference towards 2-20 license holders. 

Knowledge, Skills, and Certifications:

• Possess a solid understanding of homeowner’s insurance products, specifically in the Florida market.
• Ability to influence others.
• Polished communication skills with skill in interpersonal relationships including client de-escalation.
• Exceptional analytical and problem-solving skills.
• Understanding of market and competition as well as the business implications of decisions.
• Experienced and knowledgeable in the principles and methods for promoting and selling products and services.
• Exposure to policy and claims administration systems, and computer savvy to navigate the system.
• Strong team player and highly collaborative.
• Maintains a positive attitude.
• Experience in communicating with varied organizational tiers and customer types.
• Presentation skills including delivery to clients and varied organizational tiers.
• Ability to work individually and in a team environment to meet company and client needs.
• Intermediate User- Microsoft Word, Excel, Outlook and Salesforce, preferred. 

Schedule: 8:30-5:30pm, M-F. #LI-Onsite

Working Conditions: Normal business office environment.  Must be able to remain in a stationary position for periods of time while constantly operating a computer and or other office productivity machinery such as a calculator or telephone.  The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery or communicate with coworkers.

Travel: Minimal, as required.

ADA: The above statements cover what are generally believed to be the principal and essential functions of this job.  Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of job duties. 

American Integrity Insurance Group is an Equal Opportunity Employer.