Client Retention Specialist

shinrichs@thielinsurance.com

Location: Shawano, WI (on-site)

Job Summary

The Client Retention Specialist is responsible for maintaining strong relationships with existing clients, ensuring high customer satisfaction, and minimizing policy cancellations. This role combines excellent customer service, strategic time management, and the ability to implement marketing campaigns to support client retention and agency growth.

Key Responsibilities

• Customer Service & Retention
• Serve as the primary point of contact for policyholders, addressing inquiries, resolving concerns, and providing timely follow-ups.
• Become a product expert on Medicare and health insurance plans to effectively answer policy questions and guide clients in understanding their coverage options.
• Conduct regular check-ins with clients to ensure their insurance needs are being met and identify opportunities for policy enhancements.
• Proactively manage renewal processes, ensuring clients are aware of their options and deadlines.
• Collaborate with clients to resolve premium issues, policy changes, or coverage concerns, maintaining satisfaction and retention.

• Marketing Campaigns
• Using our existing platforms, develop and execute targeted retention marketing campaigns, including email, direct mail, phone outreach, and social media platforms.
• Create and schedule engaging social media content to strengthen relationships with existing clients and reinforce the agency’s value.
• Track campaign performance metrics, including social media engagement, and report on outcomes to refine strategies.
• Educate clients on additional products or services that align with their needs, promoting cross-selling opportunities.

• Time Management & Organization
• Maintain an organized workflow to manage multiple clients effectively and meet deadlines.
• Use CRM and agency management systems to track client interactions, renewals, and retention efforts.
• Prioritize daily tasks to balance proactive outreach and immediate client requests.

Qualifications

• Education: High school diploma or equivalent required.

• Experience:
• 2+ years of experience in customer service, insurance, or a related field.
• Wisconsin Health & Life Insurance License or ability to obtain within 90 days of start date.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with agency management systems.
• Strong knowledge of Medicare and health insurance products and regulations is a plus.
• Demonstrated success in managing client relationships and meeting retention goals.

Skills

• Exceptional customer service and interpersonal communication skills.
• Strong organizational and time management abilities.
• Ability to analyze client needs and recommend tailored solutions.
• Creative thinking and problem-solving skills for campaign development and client retention strategies.

Work Environment

• Work hours are 8:30 am – 5 pm Monday through Friday. This position will work on-site.
• Summer Hours! We close at 1 pm on Fridays between Memorial Day and Labor Day.
• This position may require occasional evening or weekend work during peak renewal periods (October – December)

Benefits

• Competitive salary with bonus potential
• 401k with employer match
• Professional Development opportunities including paid Continuing Education
• Generous paid time off to support work-life balance
• Supportive team culture focused on delivering exceptional service to clients.

About Us
Thiel & Associates is a family-owned insurance agency with nearly 50 years of experience proudly serving our community. We specialize in Medicare and health insurance, providing personalized solutions to help clients navigate their coverage options with confidence. Built on a foundation of trust and integrity, we put our clients first in everything we do. Our mission is to deliver exceptional service, foster long-term relationships, and make a positive impact on the lives of our clients and their families.