Customer Retention Specialist - State Farm Agent Team Member

Mary Henry - State Farm Agent; Louisville (KY); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Opportunity for advancement

Paid time off

Training & development

401(k)

Bonus based on performance

Competitive salary

Job summary

Mary Henry State Farm Agency in Louisville, KY is seeking a bilingual Customer Retention Specialist to provide high-quality service to existing customers. You will handle policy questions, billing concerns, renewals, and coverage updates while supporting retention and account management in a friendly, professional office.

Fluency in English and Spanish is required. Kentucky Property & Casualty license must be obtained before Day 1, and Life & Health license within 45 days.

Qualifications

• Fluency in English and Spanish is required.
• Experience in customer service, account management, or related field preferred.
• Licensing guidance and support provided to obtain required licenses.

Responsibilities

• Assist customers in English and Spanish with policy questions, billing concerns, renewals, and coverage updates.
• Provide friendly, professional, and timely customer service.
• Process policy changes, endorsements, and account updates.
• Follow up on outstanding service needs and documentation.
• Help resolve customer concerns and support retention efforts.
• Conduct account reviews to ensure up-to-date information and coverage.

Skills

Bilingual English/Spanish

Customer service

Communication skills

Organization

Attention to detail

Relationship building

Multi-tasking

Education

Kentucky Property & Casualty license

Life & Health license

Job description

Benefits

• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• 401(k)
• Bonus based on performance
• Competitive salary

Mary Henry State Farm Agency

Location: 5800 Bardstown Rd., Louisville, KY 40291

Job Type: Full-Time | In-Office

Customer Retention Specialist – Bilingual

The Mary Henry State Farm Agency is seeking a bilingual Customer Retention Specialist to provide high-quality service and support to our existing customers. This role is best suited for someone who is dependable, organized, and enjoys helping people navigate their insurance needs.

The primary focus of this position is customer service, retention, and account management. You will assist customers with policy questions, billing concerns, coverage changes, renewals, and general service needs while helping ensure they feel supported and confident in their relationship with the agency.

Fluency in both English and Spanish is required.

Candidates must obtain their Kentucky Property & Casualty license prior to Day 1 in the agency. A Life & Health license must be obtained within 45 days of starting employment. Licensing guidance and support are available to help qualified candidates through the process.

What You’ll Do

• Assist customers in both English and Spanish with policy questions, billing concerns, renewals, and coverage updates
• Provide friendly, professional, and timely customer service
• Process policy changes, endorsements, and account updates
• Follow up with customers regarding outstanding service needs and documentation
• Help resolve customer concerns and support retention efforts
• Conduct account reviews to ensure customer information and coverage remain up to date
• Identify potential coverage gaps and make appropriate recommendations when needed
• Maintain accurate notes and documentation of customer interactions
• Coordinate with team members to ensure customers receive consistent and reliable support
• Build long-term relationships with customers and contribute to a positive agency experience

What We’re Looking For

• Bilingual English/Spanish fluency required
• Strong customer service and communication skills
• Patient, professional, and comfortable handling a variety of customer needs
• Strong organization and attention to detail
• Dependable follow-through and ability to manage multiple priorities
• Ability to build trust and maintain strong customer relationships
• Comfortable discussing insurance products when appropriate, without a heavily sales-driven approach
• Prior experience in customer service, account management, insurance, or a related field preferred
• Kentucky Property & Casualty license required prior to Day 1
• Life & Health license required within 45 days of starting employment

Why Join the Mary Henry State Farm Agency

• Service-focused role centered around supporting existing customers
• Competitive compensation
• Licensing guidance and support
• Ongoing training and professional development
• Supportive, team-oriented work environment
• Opportunity to build lasting relationships with customers
• Long-term career growth within an established insurance agency

Ready to Make an Impact Through Great Service?

This position is with a State Farm independent contractor agent, not with State Farm Insurance Companies. We are an equal opportunity employer and value diverse perspectives.