Mgr, Customer Retention

Job Summary

• Acts as a key member of department leadership team responsible for directing and managing all aspects of retention, new business growth, and customer experience.
• Manages the policy processing function to ensure consistency, quality and administration of retaining policies in force and driving new business and renewal revenue.
• Contributes to the development and implementation of strategic business plans and retention efforts across multiple Farmers brands.
• Leads and supervises direct reports.

Essential Job Functions

• Monitors all aspects of team performance, including but not limited to, sales performance, customer experience, work product quality, efficiency, attendance and compliance with established company and regulatory guidelines.
• Identifies process and performance deficiencies and recommends courses of action to improve sales and resolve operations problems for the assigned unit.
• Implements corrective action as directed.
• Provides technical advice and assistance through multiple brands and sales systems.
• Leads a team of highly skilled employees focused on retaining policyholders, cross selling, and driving new business revenue across multiple brands and systems.
• Ensures team members receive appropriate training.
• Maintains effective communication within the department.
• Plans, organizes, and directs operations to optimize service delivery, efficiency, productivity and cost effectiveness.
• Accountable for customer experience, goal achievement, and quality standards.
• Recommends or implements remedial action as necessary.
• Completes special projects or other duties as assigned.
• Directs policy growth and retention activities to achieve stability, control, and continuous improvement.
• Ensures compliance with state/federal regulations and adherence to company guidelines.
• Directs the development and execution of short and long-term business and strategic plans for assigned business programs.
• Determines and implements industry best practices within operational units.
• Reviews and presents statistics, reports, and surveys to verify current operations are consistent with established objectives and policies.
• Partners with stakeholders to present results and solutions regarding trends impacting customer experience and retention.
• Builds professional skill set by participating in in-house or outside insurance / industry related courses / seminars as deemed necessary to expand product / system knowledge.

Physical Actions

• Job is performed in-person at a Farmers office or virtually at an approved alternative work location.
• The physical work environment is indoors and climate-controlled with adequate lighting and ventilation.
• Normal and customary distractions include background noise produced by office equipment and chatter among people, as well as interruptions.
• Frequently sits or stands for prolonged periods of time, up to a full shift.
• Occasionally moves about the workplace including navigating stairs, ramps, and level or uneven surfaces.
• Occasionally moves, pushes, pulls, lifts, carries, and places objects or materials weighing up to 50 pounds without assistance.
• Frequently uses shoulders, arms, hands, and fingers to manipulate equipment, tools, and objects necessary to perform job duties.
• Frequently performs fine motor tasks such as typing, mousing, or writing, up to a full shift.
• Occasionally performs movements such as bending, stooping, crouching, kneeling, twisting, and reaching overhead or below the knees.
• Possesses clear vision, with or without correction, to visually read and verify information.
• Relies on depth perception and peripheral vision to navigate the work environment visually by identifying barriers, changes in terrain and locating objects.
• Possesses adequate hearing, with or without correction, to communicate with co-workers, respond promptly to auditory signals or alarms, and discern sounds essential for maintaining safety and productivity in the workplace.
• Jobs in this category may require regular travel between Farmers offices, alternative work locations, and/or field locations.

Education Requirements

• High School Diploma or equivalent required.
• Bachelors degree preferred.
• Property and Casualty license required. Licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired.
• Ability to be appointed to sell insurance policies in all states required.

Experience Requirements

• 3-5 years of experience in insurance industry required with an emphasis on experience in sales, project management, and customer experience.
• Product expertise across multiple brands preferred.
• Experience in operations management or leadership role preferred.