Cover Whale · 14 hours ago

Retention Associate

New York, NY

Full-time

Remote

Mid Level

$62K/yr - $70K/yr

3+ years exp

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Financial ServicesInsurance

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Responsibilities

Engage at-risk policyholders nearing the end of their term or at risk of cancellation to address concerns, discuss policy updates, and offer tailored solutions, including the benefits of our telematics program

Proactively follow up with policyholders to ensure their needs are met, answer any questions, and highlight the advantages of telematics for improving fleet safety and reducing premiums

Educate customers on telematics to help them understand how tracking driving behavior can lead to lower premiums, improved safety, and fewer claims

Resolve customer issues quickly, especially when it involves coverage, claims, or billing while incorporating telematics-based solutions where appropriate

Use Hubspot and telematics data to identify at-risk customers and develop targeted retention strategies that reduce cancellations and improve long-term customer loyalty

Monitor and report on retention metrics, analyzing the impact of telematics adoption on customer satisfaction, renewals, and cancellations

Qualification

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ZendeskHubSpotSlackExcelSpanish fluency

Required

A Bachelor's degree from an accredited college or university with 3+ years of insurance experience.

Superior customer service, leadership, and communication skills. You need to be a competent writer with the ability to explain complex topics in easy-to-understand language.

Experience utilizing business applications like Zendesk, HubSpot, Slack, and Excel, with an overall strong technical aptitude.

Superior empathy. Puts self in the shoes of our stakeholders when making any and all decisions.

Excellent problem-solving skills and analytical skills.

Candidates must be resilient, eager to learn, adaptable, and able to work in a fast-growing environment.

Must be home-based in the United States.