Customer Service Representative, Retention - Westwood

Key Responsibilities

• Provide timely, accurate customer service by answering inbound calls & responding to inbound emails daily.
• Contact policyholders proactively prior to renewal to review coverage, address premium increases, and prevent lapses or cancellations of homeowners policies.
• Handle inbound cancellations and non-renewals, using various techniques to resolve the underlying concern (price, coverage gaps, claims dissatisfaction, service issues, etc.).
• Analyze homeowners policy details (dwelling coverage, replacement cost, deductibles, endorsements, discounts) to identify cost-saving adjustments that maintain adequate protection.
• Cooperate with underwriters and carrier representatives on re-underwriting requests, inspection issues, or eligibility concerns affecting homeowners renewals.
• Follow up on non-renewal or cancellation notices from carriers due to underwriting reasons (roof condition, claims history, wildfire/coastal exposure, etc.) and help customers find alternative solutions.
• Maintain up-to-date knowledge of state-specific homeowners insurance regulations, carrier appetite changes, and market trends (e.g., admitted vs. non-admitted markets, etc.).
• Continued professional growth by completing various corporate product training courses throughout tenure.
• Gain knowledge of department processes and procedures.

Required Qualifications

• Education: High School Diploma/GED
• Experience: 1- 3 years relevant insurance experience
• Licenses/Certifications: Property & Casualty insurance license required