Retention Specialist (Insurance Agency)

Location: San Antonio, TX (Remote/Hybrid options available)  

About Us 

Shannon Miller Insurance is a fast-growing, client-focused brokerage dedicated to helping individuals and families protect what matters most. We partner with multiple top-rated carriers to deliver the best coverage and value while building long-term relationships with our clients. 

Position Overview 

We are looking for a proactive and solutions-driven Retention Specialist to own the renewal experience and reduce client churn. This role goes beyond customer service, you will act as a trusted advisor, identifying coverage gaps, remarketing policies when needed, and delivering value-driven conversations that keep clients with our agency. 

Key Responsibilities 

• Own the Renewal Process 
• Review upcoming renewals and proactively contact clients 
• Explain rate changes and coverage in a clear, confident manner 
• Ensure every renewal includes a meaningful coverage conversation 
• Save & Retain Business 
• Handle cancellation requests and re-shop policies across multiple carriers 
• Present competitive options and overcome objections 
• Identify missed opportunities and take action to save accounts 
• Drive Account Growth 
• Cross-sell additional products (auto, home, renters, toys, umbrella, etc.) 
• Educate clients on bundling opportunities (many carriers offer up to 30% savings) 
• Identify and close coverage gaps 
• Own the Details 
• Document all client interactions thoroughly 
• Track retention efforts, outcomes, and opportunities 
• Follow through—no dropped balls 
• Be a Problem Solver 
• Identify trends in cancellations and bring solutions to leadership 
• Continuously improve scripts, processes, and client experience 

What Success Looks Like 

• High policy retention rate 
• Increased policies per household 
• Consistent, high-quality renewal conversations 
• Proactive problem-solving (not just reporting issues) 

Compensation & Perks 

• Competitive hourly pay + bonus opportunities tied to retention & growth 
• Flexible work environment (remote/hybrid options) 
• Growth opportunities within a scaling agency 
• Supportive, high-performance team culture 

Why This Role Matters 

This is a key role in our agency’s growth. Retention is just as important as sales, you are directly impacting profitability, client experience, and long-term success. 

 Qualifications 

• Active Property & Casualty Insurance License (required) 
• 1–3+ years insurance experience (service, sales, or retention) 
• Experience working with multiple carriers (brokerage experience preferred) 
• Strong communication and objection-handling skills 
• Ability to think critically and act independently 
• Highly organized with strong follow-up discipline