Licensed Customer Service Retention Specialist, Agency Experience Full Time

Kin is on a mission to change home insurance from what it is to what it should be. Whether we’re leveraging data to create customizable coverage or providing claims service that goes above and beyond expectations, our members are at the heart of everything we do. In the face of ever-growing climate risk, they deserve an insurance company that cares about them. We aim to stick with our members through thick and thin.

We use efficient technology that lets homeowners buy directly from us to keep costs down. This is the essence of Kin. Our approach has fostered amazing growth, attracted marquee investors, and earned us accolades, including being named to:

• Built In Chicago’s Best Places to Work, Midsize Companies (2021-2024).
• Forbes’ America’s Best Startup Employers (2021- 2023).
• Inc. 5000 Fastest-Growing Private Companies.
• Forbes’ Fintech 50.

Simply put, our people are what make us great – we need forward-thinking, inspired game-changers like you to join us in our mission.

So, what’s the role?

As a Licensed Customer Service Retention Specialist, Agency Experience, you have the chance to be the first point of communication for our insureds. In this role, you can expect to handle questions regarding policies, payments, cancellations and other topics, as needed. In this role, you will save customers from leaving our agency, offering reshops, discount checks, and policy reviews as needed. You will interact with our customers however is most convenient for them, including phone and email. It is important that you are knowledgeable in the auto/property insurance space; at this time, we are seeking applicants that currently hold an active Personal Lines insurance License. We are looking for applicants that are able to effectively use tools and resources to keep our customers from canceling their policies. When time permits, we’d love your help in updating forms, policies, procedures, and training materials.

A day in the life could include: 

• Taking inbound calls from customers that wish to have a renewal review

• Interacting with current policyholders to resolve issues, answer questions, and beyond
• Contacting customers who have expressed interest in canceling their policy, and exploring options with other carriers
• Do coverage counseling/finding additional ways to retain the business
• Creating/updating policies for customers to review

I’ve got the skills… but do I have the necessary ones?

• Holds an active Personal Lines Insurance license
• Minimum 2 years of Independent Agency experience
• Minimum 1 year of experience in selling and/or retention in the insurance space
• Superior people skills and a strong empathetic nature
• Ability to work with those in distress; you can de-escalate and resolve customer concerns via phone
• Superb attention to detail (it seems obvious, but this one is important!)
• Not afraid to tackle problems and work to solve them independently
• Has a strong technical ability
• You are flexible and coachable
• Highly Organized and able to manage multiple tasks/follow-ups with customers

Bonus Points

• Bilingual Spanish speaker a plus, but not required
• Experience in a call center/high incoming call volume environment at plus, but not required

Oh, and don’t worry, we’ve got you covered.

• Medical, Dental and Vision Insurance
• Remote work and flexible work hours
• Flexible PTO policy
• Very generous equity options and 401K
• Parental Leave
• Continuing education and professional development
• Disability and Life Insurance

About Kin

Kin is the only pure-play, direct-to-consumer digital insurer focused on the growing home insurance market. We make policies convenient and affordable through a technology platform that delivers a seamless user experience, customized options for coverage, and fast, high-quality claims service. Kin is a fully licensed carrier that offers coverage through its reciprocal exchanges which are owned by its policyholders. To learn more, visit www.kin.com.

EEOC Statement

Kin is proud to be an Equal Employment Opportunity and Affirmative Action Employer. We don’t just accept difference – we honor it, nurture it, and celebrate it. We don’t discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.