Licensed Customer Care Manager — Policy Servicing & Retention

Jesse Torres; Pendleton, Northern (OR, KY); Hybrid; USD 42,000 - 49,000; Full time

Benefits offered by this job

Free uniforms

Health insurance

Paid time off

Vision insurance

401(k)

401(k) matching

Competitive salary

Dental insurance

Job summary

Jesse Torres - State Farm Agent in Pendleton, OR seeks an experienced Customer Care Manager to oversee daily customer service operations for an existing book of business. The role emphasizes servicing, retention, and a consistent customer experience, with licensing in mind and strong collaboration across the agency.

This full-time, on-site position offers a supportive team, with benefits like health insurance, PTO, and retirement options, aiming to deliver high-quality service and community

Qualifications

• Active Property & Casualty insurance license required.
• Previous insurance agency, personal lines, account management, or licensed customer-service experience strongly preferred.
• State Farm agency experience is a plus but not required.
• Strong working knowledge of Auto, Home, Renters, and other personal-lines insurance preferred.
• Demonstrated ability to service an existing book of customers and independently manage day-to-day customer needs.
• Excellent communication, listening, and relationship-building skills.
• Strong customer-service and problem-solving abilities, including the ability to remain calm and professional when assisting frustrated or concerned customers.
• Comfortable discussing policy coverage, billing, account changes, and other insurance matters within licensing and agency guidelines.
• Strong attention to detail and documentation habits.
• Organized and able to prioritize multiple customer requests, follow-ups, phone calls, and walk-in needs.
• Proficient with agency management systems, CRM, Microsoft Office, and related technology.
• Able to work effectively with both in-office and remote team members.
• Strong judgment on when to independently resolve an issue and when to escalate.
• Dependable, professional, accountable, and customer-focused.
• Service and retention mindset; focus on existing book rather than new-business production.

Responsibilities

• Serve as a primary day-to-day licensed customer service resource for the office.
• Manage incoming customer inquiries, walk-in traffic, and ongoing service needs.
• Build and maintain relationships with existing customers focusing on satisfaction and retention.
• Assist customers with policy changes, account updates, billing, coverage questions, and reviews.
• Coordinate underwriting requests and ensure items resolve with agency resources.
• Process routine policy service requests including vehicle changes, drivers, lienholders or mortgagees, address changes, and coverage updates.
• Assist customers with Auto, Home, Renters, and other Property & Casualty needs within licensing.
• Explain coverage options and document customer decisions.
• Help with billing concerns and escalate complex issues.
• Navigate claims questions and connect with claims resources.
• Monitor open service items and ensure timely completion.
• Maintain accurate customer notes and follow-up in systems.
• Coordinate with agent and teams to maintain efficient workflows.
• Support front-office activities and receptionist support.
• Recognize additional needs and discuss insurance opportunities when appropriate.
• Protect and retain the existing book by proactive service.
• Track service activity and communicate trends to the agent.
• Take ownership of day-to-day office service operations.
• Work independently and avoid constant agent supervision.
• Coordinate front-office workflow with receptionist support to handle calls, payments, requests.

Skills

Active P&C license

Tools

CRM systems

Microsoft Office

Job description

Jesse Torres - State Farm Agent in Pendleton, OR seeks an experienced Customer Care Manager to oversee daily customer service operations for an existing book of business. The role emphasizes servicing, retention, and a consistent customer experience, with licensing in mind and strong collaboration across the agency.

This full-time, on-site position offers a supportive team, with benefits like health insurance, PTO, and retirement options, aiming to deliver high-quality service and community