Insurance Policy Retention Specialist

Company: Adamson Insurance & Associates
Location: Ankeny
Posted on: January 11, 2026

Job Description:

Job Description Job Description Location: Adamson Insurance (The District of Ankeny) Job Type: Full-Time, In-Office Schedule: Monday–Friday, 8:00 AM – 5:00 PM Pay Range: $18–$22 per hour (based on experience) About the Role Adamson Insurance & Associates is seeking a Retention Specialist to help protect and strengthen our personal lines book of business. This role focuses on proactively and reactively working with clients who are at risk of losing coverage due to non-payment, underwriting action, or significant renewal increases. This is a client-facing, licensed role centered on communication, problem-solving, and process execution. You will not sell insurance, generate quotes, or make policy changes. Instead, you will identify at-risk accounts early, communicate clearly with clients, and route them to the correct internal team to resolve issues before coverage lapses. This role is ideal for candidates with experience in insurance operations, customer retention, account resolution, billing support, financial services, or customer success who enjoy structured work and meaningful client conversations. What You’ll Be Responsible For Identify at-risk insurance policies by reviewing carrier portals and internal reports daily. Manage non-payment situations by contacting clients via phone, email, and text using approved scripts and templates. Proactively reach out to clients facing underwriting actions or large renewal increases. Educate clients on coverage at a high level and help de-escalate premium or billing concerns. Coordinate with internal teams (Remarket, Rate Support, Quick Change) to resolve issues efficiently. Track and document all outreach and outcomes in our agency management system. Recognize patterns of chronic non-payment and escalate appropriately to leadership. Follow defined workflows, escalation rules, and stop points to ensure consistency and compliance. What This Role Is (and Is Not) This role is: Insurance retention and account stabilization Client communication and issue resolution Process-driven and detail-oriented Focused on proactive outreach and follow-up This role is NOT: A sales or commission-based position Cold calling or prospecting Quoting, binding, or making policy changes Who This Job Is Perfect For This role is a strong fit if you have experience in: Insurance service, retention, or policy support Billing resolution, collections, or account recovery Customer success or account management (non-sales) Financial services or regulated customer support roles You’ll do well here if you: Stay calm during difficult conversations Follow structured processes consistently Enjoy helping clients resolve problems before they escalate Qualifications Active insurance license (IA Property & Casualty) Experience in customer-facing roles involving billing, retention, or account management Strong communication skills across phone, email, and text Comfort working in multiple systems and carrier portals Ability to manage a daily task queue with accuracy and consistency

Keywords: Adamson Insurance & Associates, West Des Moines , Insurance Policy Retention Specialist, Accounting, Auditing , Ankeny, Iowa