Senior Bilingual Insurance Account Manager

The Robinson Allstate Agency; Arlington (TX); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Career Growth Opportunities

Hands on Training

Mon-Fri Schedule

Job summary

The Robinson Allstate Agency in Arlington, TX is seeking an experienced bilingual insurance professional to own a book of business, deliver exceptional customer service, and drive retention and growth. This role is full-time, in-office, requiring English and Spanish proficiency and a deep understanding of Allstate workflows.

You will manage daily service needs, pursue cross-selling opportunities, and maintain accurate records while building lasting customer relationships.

Qualifications

• Fluent in English and Spanish, including professional customer conversations.
• Prior experience working in an Allstate insurance agency.
• Strong working knowledge of Allstate service workflows and agency systems.
• Experience managing personal lines insurance accounts.
• Demonstrated ability to handle complex customer service situations independently.
• Comfortable discussing additional coverage and asking for the sale.
• Strong organizational skills, follow-through, and attention to detail.
• Positive, team-first attitude with a willingness to learn and be coached.
• Ability to work full-time, in person, at our Arlington office.

Responsibilities

• Customer Service & Account Management: Manage daily service needs across an established book of business; Handle billing questions, policy changes, endorsements, renewals, cancellations, reinstatements, and customer concerns; Resolve complex service issues with professionalism and urgency; Maintain accurate documentation and detailed customer account notes; Proactively identify and resolve potential problems before they become cancellations or complaints.
• Retention & Relationship Building: Proactively contact customers approaching renewal or at risk of cancellation; Conduct meaningful customer conversations to identify changing insurance needs; Reconnect with former customers through structured win-back campaigns; Build relationships that increase customer loyalty and long-term retention; Help create a customer experience that generates referrals and positive reviews.
• Cross-Selling & Account Growth: Identify opportunities for home, auto, renters, umbrella, life, and other eligible insurance products; Confidently recommend additional protection based on customer needs; Turn inbound service conversations into appropriate sales opportunities; Follow up on unsold quotes and existing household opportunities; Meet production and retention expectations while maintaining service.
• Post-Purchase Customer Experience: Conduct welcome calls with new customers; Confirm coverage details, billing expectations, and next steps; Identify missing household information and additional coverage opportunities; Strengthen relationships after purchase; Address early concerns to prevent retention problems.
• Teamwork & Operational Excellence: Support producers and team members; Communicate clearly and respectfully; Take ownership of problems; Be receptive to coaching and process improvements; Help create a positive, accountable workplace.

Skills

Bilingual English/Spanish

Customer service

Account management

Sales mindset

Organization

Tools

Allstate workflows

eAgent

Lead Manager

Allstate systems

Job description

Job Description

Client Success | Retention | Cross-Selling | Growth

The Robinson Allstate Agency — Arlington, TX

Full-Time | In-Office | English & Spanish Required

We're Not Looking for Someone to Just Answer Phones.

We're looking for an experienced insurance professional who knows how to take ownership of a book of business, build lasting customer relationships, solve problems, and uncover opportunities to protect more families.

At The Robinson Allstate Agency, we're building something bigger than a traditional insurance office. We're building a high-performing, relationship-driven agency where customer service, accountability, teamwork, and growth go hand in hand.

We need an experienced, bilingual insurance professional who understands Allstate systems, thrives in a fast-paced environment, and knows that exceptional service and sales opportunities are not mutually exclusive.

If you're the person everyone turns to because you know how to get things done, we'd like to meet you.

Benefits

• Career Growth Opportunities
• Hands on Training
• Mon-Fri Schedule

Responsibilities

What You'll Own

Customer Service & Account Management

• Manage daily service needs across an established book of business.
• Handle billing questions, policy changes, endorsements, renewals, cancellations, reinstatements, and customer concerns.
• Resolve complex service issues with professionalism and urgency.
• Maintain accurate documentation and detailed customer account notes.
• Proactively identify and resolve potential problems before they become cancellations or complaints.

Retention & Relationship Building

• Proactively contact customers approaching renewal or at risk of cancellation.
• Conduct meaningful customer conversations to identify changing insurance needs.
• Reconnect with former customers through structured win-back campaigns.
• Build relationships that increase customer loyalty and long-term retention.
• Help create a customer experience that generates referrals and positive reviews.

Cross-Selling & Account Growth

• Identify opportunities for home, auto, renters, umbrella, life, and other eligible insurance products.
• Confidently recommend additional protection based on customer needs.
• Turn inbound service conversations into appropriate sales opportunities.
• Follow up on unsold quotes and existing household opportunities.
• Meet individual production and retention expectations while maintaining excellent service.

Post-Purchase Customer Experience

• Conduct welcome calls with new customers.
• Confirm coverage details, billing expectations, and next steps.
• Identify missing household information and additional coverage opportunities.
• Strengthen relationships immediately after purchase.
• Address early customer concerns before they become retention problems.

Teamwork & Operational Excellence

• Support producers and fellow team members in delivering an exceptional customer experience.
• Communicate clearly, professionally, and respectfully.
• Take ownership of problems rather than passing responsibility to someone else.
• Remain receptive to coaching, feedback, and improved processes.
• Help create a positive, accountable, solutions-oriented workplace.

Requirements

Required Qualifications

• Fluent in English and Spanish, including professional customer conversations.
• Prior experience working in an Allstate insurance agency.
• Strong working knowledge of Allstate service workflows and agency systems.
• Experience managing personal lines insurance accounts.
• Demonstrated ability to handle complex customer service situations independently.
• Comfortable discussing additional coverage and asking for the sale.
• Strong organizational skills, follow-through, and attention to detail.
• Positive, team-first attitude with a willingness to learn and be coached.
• Ability to work full-time, in person, at our Arlington office.

Strongly Preferred

• Active Texas Property & Casualty insurance license.
• Experience with eAgent, Lead Manager, and related Allstate workflows.
• Proven retention, cross-selling, or win-back performance.
• Experience supporting a large, established insurance book.
• Ability to manage competing priorities without constant supervision.
• Experience mentoring or supporting other service team members.

You'll be successful in this role if you:

• Take pride in being the person who gets things done.
• Enjoy helping customers but also recognize opportunities to grow accounts.
• Understand that every customer interaction matters.
• Can work independently without needing to be reminded of your responsibilities.
• Welcome feedback and believe there's always room to improve.
• Believe a strong team wins together.
• Want to contribute to a growing agency rather than simply maintain the status quo.

What Success Looks Like

Success isn't measured by how busy you appear. It's measured by your ability to deliver results.

We'll evaluate your performance through customer satisfaction, retention, proactive outreach, accurate account management, completed post-purchase calls, cross-selling, win-backs, and your contribution to agency production.

We believe in accountability, clear expectations, and recognizing meaningful contributions.

Why Join The Robinson Agency?

We're an established Allstate agency serving customers throughout Texas, with a growing team, an existing customer base, and ambitious plans for the future.

We're investing in better systems, stronger processes, and people who want to build successful careers.

You will have the opportunity to make a meaningful impact, work directly with agency leadership, and play an important role in the continued growth of our organization.

This is an opportunity for someone who wants more than a service desk. It's a chance to help shape the customer experience and future of a growing insurance agency.

Location: 700 Highlander Blvd, Suite 405, Arlington, TX

Schedule: Full-Time, In-Office

Compensation: Competitive base salary plus performance-based incentives, based on experience and qualifications.