Retention Officer-Personal Lines

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Regular Full-Time Professional Pittsfield, MA, US

Salary Range: $28.67 To $37.37 Hourly

Position Title:

Retention Offiver

Department: GIA

Work Arrangement:
Full-Time, Remote (Monday-Friday 8:00am-4:30pm)

Sign on bonus
: $1,500.00 sign on bonus available for full-time employment. Eligibility for the bonus is $500 after successful completion of onboarding/training to be paid with two months of service, and $1,000 after 6 months of continued full-time satisfactory service.

We are guided by our IDEA principles - Inclusion, Diversity, Equity, and Accessibility - to support a workforce that reflects our community. Our principles support Greylock’s mission and our goals of building a diverse workforce - reflecting multiple identities - and supporting the diverse communities we serve. We strive to ensure that the spaces in which we work and community members we engage are inclusive, while also upholding our cultural standards of psychological safety, respect, and collaboration in every interaction.

The Retention Specialist core purpose is to strengthen policyholder loyalty by proactively engaging customers, resolving premium concerns and ensuring a consistently positive service experience. This role requires independent decision making, deep product knowledge and strong customer relationship skills to ensure retention, cross-sell growth and alignment with Greylock’s service standards.

Essential Functions & Responsibilities:

50%

Conduct comprehensive personal lines remarkets for existing policyholders by completing customer fact-finding, risk assessments, underwriting reviews, carrier marketing, quoting, proposal preparation, and policy binding activities

20%

Proactively manage renewals by recommending coverage enhancements, policy adjustments, deductible options, and discount opportunities that align with customer needs and risk profiles.

10%

10%

10%

Partner with Account Managers, Sales Producers, and agency leadership to develop retention strategies and resolve complex customer situations.

Identify opportunities to expand existing customer relationships through cross-selling and upselling additional insurance products and services. Support agency growth initiatives by consistently promoting multi-policy households and bundled insurance solutions.

Maintain complete, accurate, and timely customer records within agency management systems and carrier platforms. Document all customer interactions, coverage recommendations, policy changes, retention efforts, and sales activities according to agency procedures.

The above is a description of the ordinary duties of the position. It should be expected that from time to time other duties, both related and unrelated to the above, may be assigned and, therefore, required.

Performance Measurements:

• Maintain or increase agency retention rate by conducting timely, comprehensive remarketing reviews and presenting competitive options to clients
• Completes renewal reviews within established timeliness, including documented coverage recommendations and discounts on eligible accounts. Identifies and converts eligible opportunities for additional lines of business or enhanced coverage
• Demonstrate consistent communication with account managers with follow-ups and shared action plans on all accounts requiring joint support
• Maintains complete and accurate client records with minimal errors on audits
• Meets all internal and carrier compliance requirements including timely policy updates, required disclosures and proper documentation of client interactions
• Upholds Greylock’s cultural standards by fostering…