Customer Retention Specialist - State Farm Agent Team Member

Adalie Allen - State Farm Agent; Bloomington (IN); On-site; USD 27,000 - 36,000; Full time

Benefits offered by this job

Hourly pay + commissions

Simple IRA with company match

Licensing reimbursement

CE & renewal fees covered

Paid time off

Job summary

Allen State Farm Insurance in Bloomington, IN seeks a Retention Specialist (full-time or part-time) to ensure customer satisfaction, protect policies, and build long-term relationships. You will manage onboarding, address at-risk accounts, monitor payments, and support proactive retention efforts with the team.

Ideal candidates bring strong communication, empathy, and detail-oriented habits to a collaborative, growth-focused local agency environment.

Qualifications

• Exceptional communication and conflict-resolution skills.
• High attention to detail and strong organizational habits.
• Empathetic, calm under pressure and customer-focused.

Responsibilities

• Lead new customer onboarding program for a smooth experience from day one.
• Serve as primary contact for dissatisfied or at-risk customers to retain business.
• Manage late payment process by monitoring policy status and communicating with customers.
• Analyze retention trends and support renewal campaigns with the team.
• Maintain accurate customer records and follow-up notes in CRM.
• Collaborate on proactive retention outreach and campaigns.

Skills

Communication

Conflict resolution

Attention to detail

Organization

Empathy

Team oriented

Job description

We are open to a full-time or part-time team member to join our team!

Full-Time Benefits: As a Valued Agent Team Member you will enjoy…

• Hourly Pay + Commission and Bonuses
• Simple IRA Retirement Plan with Company Match
• Term Life Insurance (if eligible)
• Paid Time Off (10-15 days paid and 50 hours unpaid)
• Licensing reimbursement up to $500 after 90 days - plus CE & renewal fees covered
• Regular professional development - twice a month trainings + mentorship
• Career incentives - opportunities to earn extra PTO, travel, swag and more
• Personal touches - birthday gifts, anniversary "SF Bucks," and a team that sees and celebrates you
• Comfortable office perks - free snacks, coffee and a personalized workspace
• Purpose-driven work - help people understand and protect what matters most

What We’re Looking For:

We’re looking for a motivated and detail-oriented Retention Specialist to join our team! This person will play a key role in the growth and stability of our agency by focusing on customer satisfaction, policy retention, and long-term relationship building. The ideal candidate will be confident in managing customer experiences from onboarding to ongoing service and will play a direct role in preventing lapses and cancellations.

A strong candidate will bring the following qualifications and traits:

• Exceptional communication and conflict-resolution skills
• High attention to detail and strong organizational habits
• Ability to remain calm and empathetic in challenging customer situations
• High performance with a team-oriented mindset

Key Responsibilities:

• Lead new customer onboarding program to ensure a smooth, professional, and engaging experience from day one
• Serve as the primary point of contact for dissatisfied or at-risk customers, working to resolve concerns and retain business
• Manage the late payment process by monitoring policy status and communicating with customers
• Analyze retention trends and collaborate with the Agent to develop strategies that support long-term customer satisfaction
• Maintain detailed and accurate customer records and follow‑up notes in the CRM system
• Support the team in executing renewal campaigns and proactive retention outreach

Why Choose a Career with Allen State Farm Insurance?

We believe hard work should be celebrated — when our team hits annual goals, everyone enjoys a fully paid week off during Christmas or New Year’s to relax and recharge with loved ones (in addition to regular time off!). Here’s what else makes our agency stand out

• No nights or weekends - and we keep it fun with Casual Fridays
• Woman-owned & family-run…with a relationship-first culture
• This isn't just a job -- it's a place where you can grow, make a difference, and be part of something meaningful.

Compensation Structure

• Base Pay (without commission, no prior experience) = $27,040-36,400