Retention Advisor

Build Loyalty. Drive Impact. Be the Reason Customers Stay.

Onsite | Jacksonville, FL or Charlotte NC

At the heart of every great insurance experience is a trusted advisor who listens, problem-solves, and genuinely cares. As a Retention Advisor, you’ll be exactly that person. You’ll guide customers through policy renewals, help them understand their coverage options, and proactively work to ensure they feel confident and protected—every step of the way.

This is not a call-center script role. You’ll bring independent judgment and consultative expertise to every interaction, crafting personalized solutions that address real customer needs while building lasting loyalty.

What You’ll Do

Customer Engagement & Consultative Service

• Manage inbound customer contacts generated through automated outreach campaigns, plus assigned inquiries via phone, email, and SMS—providing expert, consultative guidance on policy renewals and coverage options.
• Conduct outbound annual review conversations to walk customers through renewal changes, explain premium adjustments, discuss coverage updates, and give context on market conditions.
• Serve as a trusted advisor who helps customers understand the real value of their coverage and the benefits of staying continuously protected.

Retention Strategy & Problem-Solving

• Proactively identify customers experiencing significant premium changes (20%+) or at-risk policies, reviewing renewal impacts to craft tailored coverage solutions that minimize cancellations and deepen loyalty.
• Determine smart retention solutions—coverage reviews, mitigation steps, and re-shop options—using your judgment and expertise to find the best path forward for each customer.
• Analyze trends to spot retention risks early, including premium increases, coverage concerns, or signals of customer dissatisfaction.

Growth & Cross-Sell Opportunities

• Proactively identify cross-sell opportunities by assessing customer needs, coverage gaps, and life changes—recommending products and enhancements that deliver greater protection and long-term value.
• Collaborate with internal teams on escalated matters, offering recommendations grounded in your expertise and sound judgment.

What We’re Looking For

Experience & Education

• Bachelor’s degree or equivalent experience.
• 2–4 years in customer service, insurance operations, or account advisory—with a preference for insurance retention or customer advisory backgrounds.
• Insurance license (P&C or Life & Health) preferred; we support the right candidate in obtaining one within a specified timeframe.

Skills & Competencies

• Consultative customer engagement—you listen first, then advise.
• Strong analytical thinking and confident decision-making.
• Excellent verbal and written communication; you can simplify complex topics without losing their importance.
• Active listening and creative problem-solving in fast-paced environments.
• Sharp attention to detail, thorough documentation, and consistent follow-through.
• Ability to juggle multiple priorities while communicating retention decisions with clarity and confidence.

Why Brightway?

Benefits & Perks

• Medical, Dental, and Vision plans
• Company-paid Basic Life and Short-Term Disability insurance
• AD&D, Long-Term Disability, Identity Fraud, & Legal Protection plans available
• 8 Weeks Paid Parental Leave
• 401(k) retirement plan with up to a 4% company match
• Health Savings Account (HSA) options
• Pet Insurance plans
• 11 Paid Company Holidays
• 14 days of Paid Time Off (PTO)
• Tuition Reimbursement Program
• Employee Assistance Program (EAP)

Career Growth

• Hands-on training and continuous learning opportunities
• Exposure to insurance operations, client strategy, and business development
• Clear pathways for growth within the Engagement Center and beyond

About Brightway

Established in 2008, Brightway is proud to be one of the fastest-growing insurance agency systems in the United States. With over 350 franchises spanning 35+ states and an impressive $1.3 billion in annual premiums, we rank among the nation’s largest privately owned property and casualty insurance distribution companies. We support our agency owners with comprehensive back-office services, marketing resources, and continuous learning and development.

We are embarking on the next stage of our customer-centric growth, driven by innovation from our talented associates and the application of cutting-edge technologies. This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture. As a Brightway team member, you'll engage in exciting projects that are reshaping the industry, working alongside a dedicated team