Licensed Customer Experience Manager

Licensed Customer Experience Manager Job Overview

Fallon Insurance Agency is a rapidly growing AAA Insurance Agency located in Oshkosh, Wisconsin. Our mission is simple:
Build the #1 AAA Agency in the Midwest. We are building a high-performance agency focused on professionalism, accountability, customer relationships, retention, and long-term growth.

The Customer Experience Manager (CEM) is one of the most important positions within our agency. This is not simply a customer service role; it is a relationship management and client retention role focused on protecting households, strengthening relationships, increasing retention, generating referrals, supporting life insurance conversations, and delivering an exceptional customer experience. As a Customer Experience Manager, you will play a key role in helping clients protect what matters most while contributing directly to the long-term growth of the agency.

• Competitive Base Salary + Bonus Opportunities
• Top performers can earn $7,000-$9,000+ per month
• Structured performance bonus opportunities
• Annual Base Salary range: $80,000 - $95,000 per year

• Performance Bonus Opportunities
• Career Advancement Opportunities
• Long-term career advancement opportunities
• Opportunity to help build the #1 AAA Agency in the Midwest
• Paid Time Off (PTO)
• Hands on Training
• Mon-Fri Schedule

• Active Property & Casualty license required – this is an in office position
• Assessment must be completed to be considered
• Previous insurance agency experience required
• Active Life & Health insurance license required or willing to obtain within 30 days
• Strong communication and relationship-building skills
• Strong organizational and multitasking ability
• Detail-oriented with strong documentation habits
• Professional appearance and communication
• Comfortable handling customer service, onboarding, relationship-building, life insurance conversations, and walk-in client interactions daily
• Growth-oriented and accountable
• Self-motivated and process-driven
• Reliable attendance and professionalism
• Desire for long-term career growth and leadership opportunities

If you are highly organized, relationship-focused, and looking for an opportunity with real long-term upside, strong leadership, full benefits, recurring income potential, and a path for growth, we would love to speak with you. Our goal is to build the #1 AAA office in the Midwest, and we are looking for the right people to help us do it.

• Complete and manage customer onboarding with accuracy and professionalism
• Handle walk-in clients and provide a high-level in-office customer experience
• Handle policy service requests, billing questions, account changes, and client support
• Maintain strong customer communication throughout the onboarding and service process
• Build complete household relationships through cross-selling and account reviews
• Generate Google reviews through exceptional customer experience
• Generate referrals through relationship building and client satisfaction
• Identify and assist with life insurance opportunities and conversations
• Help strengthen household protection through account reviews and coverage conversations
• Maintain accurate Agency Zoom documentation, account notes, onboarding records, and service tracking
• Process mortgagee, lienholder, cancellation, underwriting, and onboarding documentation accurately
• Help prevent avoidable cancellations and improve household retention
• Consistently work toward onboarding, review, referral, life insurance, and retention KPIs
• Maintain strong activity levels, organization, process execution, and follow-up discipline
• Participate in training, coaching, accountability meetings, and process improvement initiatives
• Follow agency workflows, onboarding procedures, documentation standards, and quality expectations
• Deliver a high level of professionalism and customer service at all times

Fallon Insurance Agency is a dynamic leader in the insurance industry, passionately committed to securing peace of mind and comprehensive protection for our clients. We're actively seeking energetic, professional talent to join our thriving team and drive our mission forward. Explore a rewarding career with us!