Insurance Services Retention Agent

Security Service Federal Credit Union; San Antonio (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401K match with immediate vesting

Tuition reimbursement

On-site fitness center

Job summary

Security Service Federal Credit Union is seeking an experienced insurance service representative to handle inbound and outbound calls, focusing on policy retention and member relations.

You will guide members through onboarding, provide required documentation, ensure regulatory compliance, and collaborate with sales and service teams to improve retention and satisfaction.

Qualifications

• High school diploma or equivalent required.
• Minimum 4 years of insurance service, retention, or call center experience with an emphasis on positive customer experience.
• Strong communication, objection handling, and problem-solving skills. Ability to multitask across systems in a fast-paced environment. Proficiency in Microsoft Office applications.

Responsibilities

• Handle inbound and outbound calls focused on retention and relationship management.
• Coordinate outstanding documents and onboard members smoothly and compliantly.
• Provide carrier payment information, update mortgagee clauses, and supply documentation (EOIs, proof of insurance) to lenders and members.
• Document all activity accurately in agency management systems and maintain regulatory compliance.
• Collaborate with sales and service teams to resolve escalations and improve retention outcomes.
• Monitor retention trends and provide feedback on cancellation drivers.
• Support cross-functional initiatives, campaigns, and special projects.

Skills

Customer retention

Objection handling

Problem solving

Multitasking

Microsoft Office

Communication

Education

High school diploma

Tools

Agency management systems

Job description

Handles inbound and outbound calls focused on new business policy retention, customer satisfaction, and relationship management. Coordinates and follows through on outstanding (trailing) documents, providing clear guidance to members to ensure a smooth and compliant policy onboarding experience. Answers inbound calls to assist members with unlicensed policy activities such as providing carrier payment information, update mortgagee clauses, and providing supporting documentation such as EOI’s to lenders and proof of insurance to members. Documents all activity accurately in agency management systems and maintains compliance with regulatory requirements. Collaborates with sales and service teams to resolve escalations and improve retention outcomes. Monitors retention trends and provides feedback on common cancellation drivers. Supports cross-functional initiatives, campaigns, and special projects.

What We Require:

High school diploma or equivalent required.
Minimum 4 years of insurance service, retention, or call center experience with an emphasis on positive customer experience.
Strong communication, objection handling, and problem-solving skills. Ability to multitask across systems in a fast-paced environment. Proficiency in Microsoft Office applications.

Ideal Candidate Will Have:

Proven success in customer retention, save techniques, or account management.
Strong focus on enhancing customer satisfaction by helping customers navigate their new policies with confidence and ease.
Ability to influence customer decisions while maintaining compliance and trust.

Who We Are:

Security Service Federal Credit Union is an industry leader who has built a reputation of innovation, strength, and stability. We pride ourselves on discovering and developing employees who have exceptional character and a genuine passion for helping others. In return, we deliver a comprehensive total rewards package that supports the financial, physical, and emotional wellbeing of our employees.

Our Core Values:

All employees should demonstrate our SSFCU core values -- Caring, Innovative, Honest, Fair and Dedicated -- while providing enthusiastic, professional, and courteous service to SSFCU members and employees.

What We Offer:

SSFCU offers a comprehensive total rewards package. Benefit options include medical, dental and vision insurance; health savings and flexible spending accounts; company paid employee life insurance; supplemental life insurance plans; supplemental insurance plans for hospital and critical accident; short term disability; company paid long term disability; paid sick and safe leave, paid vacation, 401K match with immediate vesting, tuition reimbursement, employee tenure and award programs, access to an on-site fitness center or gym membership reimbursement program. Employees can participate in our award-winning Total Wellbeing program focusing on physical, financial and emotional wellbeing. We invest in our communities through our Volunteer Corps and in you, through ongoing growth and development opportunities.

Additional Information:

We are an EEO Employer that provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.