Customer Service Representative, Retention - Westwood at Baldwin Group Colleague, Inc. — Woodland Hills, CA

Westwood is an independent insurance agency established in 1952. Licensed in all 50 states, we represent hundreds of insurance products offered by the country’s top insurance companies. That’s an advantage for our customers, who benefit from a wide selection of products and pricing. The Retention Agent is a hybrid role responsible for retaining existing homeowners insurance policyholders by proactively addressing renewal concerns, resolving pricing objections, and reinforcing policy value before and during the renewal cycle. This role focuses primarily on preventing homeowners policy cancellations/non-renewals while identifying opportunities to round out accounts with auto, umbrella, or other personal lines coverage.

Key Responsibilities:

• Provide timely, accurate customer service by answering inbound calls & responding to inbound emails daily.
• Contact policyholders proactively prior to renewal to review coverage, address premium increases, and prevent lapses or cancellations of homeowners policies.
• Handle inbound cancellations and non-renewals, using various techniques to resolve the underlying concern (price, coverage gaps, claims dissatisfaction, service issues, etc.).
• Analyze homeowners policy details (dwelling coverage, replacement cost, deductibles, endorsements, discounts) to identify cost-saving adjustments that maintain adequate protection.
• Re-shop or re-rate policies across carrier markets to find competitive options that keep the customer in-house.
• Coordinate with underwriters and carrier representatives on re-underwriting requests, inspection issues, or eligibility concerns affecting homeowners renewals.
• Follow up on non-renewal or cancellation notices from carriers due to underwriting reasons (roof condition, claims history, wildfire/coastal exposure, etc.) and help customers find alternative solutions.
• Maintain up-to-date knowledge of state-specific homeowners insurance regulations, carrier appetite changes, and market trends (e.g., admitted vs. non-admitted markets, etc.).
• Continued professional growth by completing various corporate product training courses throughout tenure.
• Gain knowledge of department processes and procedures.

Required Qualifications:

Education: High School Diploma/GED Experience: 1- 3 years relevant insurance experience Licenses/Certifications: Property & Casualty insurance license required

Location: Must be able to commute 2 days per week to our Woodland Hills, CA office.

Starting Compensation - $22-23/hour

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