Program Retention Representative (Veterinary-Focused)
One80 Intermediaries, Baton Rouge, Louisiana, us, 70873
Program Retention Representative
The Program Retention Representative for AVMA is responsible for maintaining and strengthening relationships with existing policyholders, primarily professional liability coverage. This role focuses on handling inquiries through the call center from existing policyholders regarding current coverages, identifying customer needs, resolving issues, reducing policy cancellations, and providing tailored solutions to ensure a positive customer experience and long-term retention. Your Impact: Actively listen to customer concerns and identify opportunities to retain business through education, product adjustments, or coverage enhancements and endorsements Conduct high volume of customer contact via the phone, email, mail, and fax to promote and renew primarily professional liability coverage to existing policyholders; cross-trained on other ancillary product(s) Process coverage modifications and reinstatements according to company guidelines Offer assistance to members in accessing and utilizing the customer self-service platform Research and resolve customer questions related to coverage, claims, billing, and policy details Maintain accurate records of customer interactions and transactions in the Customer Relationship Management (CRM) system Build and maintain customer relationships by responding to various questions, needs, and requests Support the achievement of insurance retention goals Successful Candidates Will Have: Associates degree preferred; One to two years of customer service or call center experience required Insurance, healthcare or veterinary reception or animal-related customer service is a strong advantage Ability to work in a fast-paced environment and handle multiple tasks Strong interpersonal skills with a proven ability to interface effectively at all levels within an organization. Excellent problem-solving and conflict resolution abilities Property and Casualty insurance license required (or the ability to obtain). Pay Range: $15.48 - $20.63 Hourly The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for this role. One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
The Program Retention Representative for AVMA is responsible for maintaining and strengthening relationships with existing policyholders, primarily professional liability coverage. This role focuses on handling inquiries through the call center from existing policyholders regarding current coverages, identifying customer needs, resolving issues, reducing policy cancellations, and providing tailored solutions to ensure a positive customer experience and long-term retention. Your Impact: Actively listen to customer concerns and identify opportunities to retain business through education, product adjustments, or coverage enhancements and endorsements Conduct high volume of customer contact via the phone, email, mail, and fax to promote and renew primarily professional liability coverage to existing policyholders; cross-trained on other ancillary product(s) Process coverage modifications and reinstatements according to company guidelines Offer assistance to members in accessing and utilizing the customer self-service platform Research and resolve customer questions related to coverage, claims, billing, and policy details Maintain accurate records of customer interactions and transactions in the Customer Relationship Management (CRM) system Build and maintain customer relationships by responding to various questions, needs, and requests Support the achievement of insurance retention goals Successful Candidates Will Have: Associates degree preferred; One to two years of customer service or call center experience required Insurance, healthcare or veterinary reception or animal-related customer service is a strong advantage Ability to work in a fast-paced environment and handle multiple tasks Strong interpersonal skills with a proven ability to interface effectively at all levels within an organization. Excellent problem-solving and conflict resolution abilities Property and Casualty insurance license required (or the ability to obtain). Pay Range: $15.48 - $20.63 Hourly The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for this role. One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.