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Policy Retention Specialist


United States

Job Description


If you're looking for the stability of a profitable, growing company with the entrepreneurial spirit of a startup, we’re hiring. SageSure, a leader in catastrophe-exposed property insurance, is seeking a Policy Retention Specialist. A strong candidate must have proven customer service skills, strong interpersonal communication skills, sales acumen, be highly organized, and have an innovative can-do mindset. This position would be responsible for positively impacting the customer experience by responding to negative feedback from insureds and agents. This position would be responsible for retaining current policyholders by advising potential adverse actions stemming from underwriting eligibility matters. If you meet these requirements, are results oriented and are ready to grow this line of business, we’d like to meet you!

What you’d be doing:

  • Responding to feedback originating from customer and producer surveys, social media platforms and BBB reviews as well as phone and email interactions.  
  • Researching and addressing escalated issues in an effort to address customer concerns positively impact the customer’s experience, up to and including executive level escalations. 
  • Identifying trends and opportunities for coaching and training Customer Service Representatives utilizing feedback obtained from customer interactions and surveys. 
  • Responding to and de-escalating tense customer interactions.
  • Provide cross functional support to other teams within SageSure to include Claims Services, Underwriting Support. Policy Services and Premium Accounting.  
  • Analyze policy to create a positive retention environment and satisfy the needs of the consumer.
  • Make appropriate recommendations and/or changes to the policy.
  • Maintain a strong working knowledge of SageSure’s overall portfolio to effectively counsel producers.
  • Collaborate with internal customers/business groups to achieve results, sharing ideas and knowledge within the group geared toward a positive customer experience and increased retention.
  • Meet established productivity measures established by management team in support of the retention initiative.
  • Report on the status of accounts and transactions.
  • Other duties as assigned. 

We’re looking for someone who has:

  • 2+ years of successful work experience in a client-facing role
  • Strong verbal and written communication skills
  • An ability to deliver products and answer inquiries on time
  • Business acumen with a problem-solving attitude
  • Ability to work under pressure
  • Associate degree or equivalent work exp
  • 2+ years’ experience in property & casualty insurance

Highly preferred candidates also have:

  • 3+ years’ experience in property & casualty insurance
  • Bachelor’s Degree
  • Property and Casualty License

About SageSure:

As a Best Places to Work in Insurance Recipient for four years in a row (2020-2023), SageSure, one of the largest residential property insurance managing general underwriter (MGU) in the United States, is pioneering ways people protect their American Dream.

A leader in catastrophe-exposed property insurance, SageSure was founded in 2009 to deliver reliable products, exceptional customer experiences, and strong underwriting results in challenging insurance markets. SageSure currently operates in 14 states and provides home, flood, and commercial coverage on behalf of its highly rated carrier partners.

We have more than 600 employees working remotely or hybrid in one of our eight offices—Jersey City, NJ; Mountain View, CA; Chicago, IL; Tallahassee, FL; Cincinnati, OH; Houston, TX; Mt. Laurel, NJ; and Cheshire, CT—who are tackling the industry’s toughest challenges.

We provide generous health benefits and perks, including tuition reimbursement, wellness allowance, paid volunteer time off, a matching 401K plan, and more.

SageSure is a proud Equal Opportunity Employer committed to building a workforce that reflects the spectrum of perspectives, experiences, and abilities of the world we live in. We recognize that our differences make us strong, and we actively seek out diverse candidates through partnerships with organizations, institutions and communities that represent various backgrounds. We champion belonging and inclusion for all identities, including, but not limited to, race, ethnicity, religion, sexual orientation, age, veteran status, ability status, gender, and country of origin, striving to create a culture where all individuals feel valued, respected, and empowered to bring their authentic selves to work.

Our nimble, highly responsive culture nurtures critical thinkers who run toward problems and engineer solutions. We relentlessly pursue better outcomes by investing in the technology, talent, and tools that position us to succeed in demanding markets. Come join our team! Visit to find a position for you.

Advice from our career coach

If you're considering the Policy Retention Specialist position at SageSure, a leader in catastrophe-exposed property insurance, here's what you need to know:

  • Highlight your customer service skills, interpersonal communication abilities, sales acumen, organizational skills, and innovative mindset in your application to stand out.
  • Emphasize your experience in client-facing roles, as well as strong verbal and written communication skills.
  • Showcase your ability to address and de-escalate tense customer interactions, provide cross-functional support, and analyze policies effectively.
  • Having 2+ years of property & casualty insurance experience is essential, while a Bachelor's degree and P&C license are highly preferred.
  • Research and understand SageSure's overall portfolio to effectively counsel producers and collaborate with internal teams for positive customer experiences.

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