Customer Service and Retention Specialist, Brokerage / Multi-carrier

Quick Summary Help homeowners stay protected by reviewing renewals, reshopping coverage, and finding retention solutions across multiple carriers while delivering empathetic, licensed insurance expertise. Who we are Kin makes life simpler, more affordable, and better for homeowners — especially in the places where climate risks, rising costs, and outdated systems make it hardest. We start with smarter homeowners insurance and expand to everything homeowners need to thrive. Using data, technology, and thoughtful human support, we’re building products that are clear, fair, and help homeowners feel confident — so homeowners aren’t left behind when they need help most. Founded in 2016, Kin is a remote-first employer with Kinfolk across more than 35 states. We serve customers in 13 states (and counting). Our disciplined growth, strong customer satisfaction, and focus on long-term sustainability fosters outstanding growth, attracts marquee investors, and earns recognition and accolades, including: -Built In Chicago's Best Places to Work, Midsize Companies (2021-2026) -Forbes' America's Best Startup Employers (2021-2024) -Inc. 5000 Fastest-Growing Private Companies -Forbes’ Fintech 50 -Great Places to Work Certified (2024-2026) Most importantly, we’re building Kin to be a place where people do meaningful work with real impact — for our customers, our communities, and each other. We're excited to tell you more about how you can contribute to our rapid growth, strong unit economics, profitability, and excellent customer ratings. To learn more about how we work and what we’re building, visit kin.com http://kin.com and see how we work. The opportunity We are continuing to build our brokerage subsidiary, Elite Insurance Group (EIG), and we’re looking for a Licensed Agency Customer Service Retention Specialist to help homeowners maintain the coverage they need while finding the best possible value across multiple insurance carriers. As a key member of our customer retention team, you’ll work directly with policyholders who are reviewing renewals, considering cancellation, or exploring alternative coverage options. This role exists because retaining customers through expert guidance, thoughtful policy reviews, and proactive problem solving is critical to delivering long-term value to both our customers and Kin. You’ll combine insurance expertise, empathy, and resourcefulness to help customers make informed decisions while strengthening customer loyalty and satisfaction. Your responsibilities - Own inbound renewal review conversations with existing policyholders, identifying opportunities to improve value and retain business. - Contact customers who have expressed interest in canceling coverage and conduct retention-focused consultations across multiple carrier options. - Perform coverage counseling and policy reviews to ensure customers understand their protection, pricing, and available alternatives. - Reshop policies with approved carrier partners to identify competitive coverage and pricing solutions. - Resolve customer questions, concerns, and service issues through phone and email interactions. - Create, update, and deliver policy options and documentation for customer review. - Navigate complex customer situations, de-escalate concerns, and identify solutions that balance customer needs with business objectives. - Maintain accurate records, follow-up activities, and policy documentation in applicable systems. - Leverage available tools, resources, and carrier relationships to maximize retention outcomes. - Contribute to the improvement of forms, procedures, training materials, and operational processes when opportunities arise. Success in this role In your first 6–12 months at EIG, success is less about checking boxes and more about the impact you create. You’ll use your skills and judgment to take ownership of meaningful work, improve how we operate, and help move EIG’s mission forward. Along the way, you’ll deliver outcomes that mak