Customer Retention & Policy Service Specialist

New Day Insurance is a Texas independent insurance agency serving personal-lines customers throughout Texas. We help clients protect what matters most by providing responsive service, clear communication, and access to multiple insurance-carrier options.

We are seeking a reliable, customer-focused Customer Retention & Policy Service Specialist to help protect renewals, support policyholders, manage service requests, and keep our CRM and renewal workflow organized.

This role is ideal for someone comfortable answering phones, communicating with U.S.-based customers and mortgage companies, following detailed processes, and managing multiple follow-ups without letting tasks fall through the cracks.

Primary Responsibilities

Answer incoming customer calls professionally and route or resolve requests according to agency procedures.
Assist customers with policy-service requests, including gathering information for policy updates, vehicle changes, address changes, mortgagee updates, document requests, and other routine policy changes.
Submit approved policy-change requests through carrier portals or agency systems and follow through until completion.
Communicate with mortgage companies, lenders, and escrow/title contacts regarding proof of insurance, mortgagee clauses, payment status, policy documents, and related follow-up.
Track policy renewals, complete scheduled renewal outreach, and follow up with customers to help prevent cancellations or lost renewals.
Conduct retention and win-back outreach for customers at risk of canceling or who have recently left the agency.
Identify service issues, billing concerns, cancellation risk, or coverage questions that require escalation to a licensed agent or agency leadership.
Maintain accurate notes, tasks, reminders, policy details, and customer communications in AgencyZoom.
Keep renewal pipelines current and ensure every assigned customer receives timely follow-up.
Send approved emails, text messages, and documentation requests using agency templates and communication tools.
Provide a concise daily activity report covering calls handled, service requests completed, renewal activity, open follow-ups, and escalations.


Required Experience

***At least 2 years of experience working with a U.S. independent insurance agency**, including renewal tracking, renewal outreach, cancellation prevention, and follow-up with customers on open renewal items.

***At least 2 years of experience supporting customers in a U.S. insurance agency**, including handling policy-service requests such as mortgagee updates, proof-of-insurance requests, address changes, vehicle changes, document requests, billing questions, and other routine policy updates.

* **At least 2 years of experience answering inbound calls** for a U.S.-based business, resolving customer requests, documenting interactions, and managing multiple follow-ups through completion.

* Experience using **AgencyZoom is strongly preferred**. Expeirence with other CRM's including Vertafore, EXLynx, Salesforce will be considered. Candidates must be comfortable working daily in an agency CRM, including tasks, notes, renewal pipelines, follow-up reminders, and customer communication history.

* Experience communicating with **mortgage companies, lenders, title/escrow contacts, insurance carriers, and customers** regarding proof of insurance, mortgagee clauses, policy documents, billing/payment follow-up, and policy updates.

* Must understand when a request requires escalation to a licensed agent, including coverage questions, policy interpretation, underwriting issues, binding requests, or changes that could affect coverage.

*Excellent spoken and written English, with a friendly, professional, and confident phone presence.

Important Role Boundaries

This role supports licensed agency staff. The specialist will not independently provide coverage advice, interpret policy language, recommend coverage limits, bind coverage, make underwriting decisions, or handle matters requiring a licensed insurance professional unless specifically authorized by New Day Insurance.

Hours and Evaluation Period

The role will begin with a 2-week paid evaluation period at approximately 15–20 hours per week. Candidates who demonstrate strong reliability, customer service, AgencyZoom/CRM discipline, accurate documentation, and consistent follow-through may transition to a full-time role.

Must be able to work U.S. Central Time business hours.

Application Instructions

Please include:

A one-minute audio or video introduction.
A brief description of your experience handling customer service, insurance service, retention, renewals, or policy updates.
The CRM systems and phone systems you have used.
Your experience with AgencyZoom, insurance carrier portals, mortgagee/lender communication, or renewal management, if applicable.
Your availability in U.S. Central Time.
A short written response:
“A customer calls upset because their mortgage company says it has not received proof of insurance. How would you handle the call and follow-up?”
A brief explanation of how you handle unexpected internet or power interruptions while working.