kin - Customer Service and Retention Specialist, Brokerage / Multi-carrier
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Requirements
• Active Personal Lines or Property & Casualty Insurance License. • 2+ years of brokerage or multi-carrier insurance experience. • 1+ year of insurance sales, retention, or customer retention experience. • Experience conducting policy reviews, coverage counseling, and renewal consultations. • Ability to de-escalate challenging customer situations and resolve concerns over the phone. • Strong attention to detail and accuracy when handling policy information and documentation. • Experience managing multiple customer follow-ups, priorities, and tasks in a fast-paced environment. • Comfort navigating insurance systems, carrier platforms, and customer service technology. • Experience working in a call center or other high-volume customer contact environment. • We believe a great hiring experience should be clear, respectful, and human. We’ll accept applications for this position until on an ongoing basis. While our recruiting team uses AI tools for efficiency, resumes are still screened by Kin’s in-house recruiters, and candidate evaluations and hiring decisions are made by recruiters and hiring teams. Rest assured, real people make real decisions. • The hiring process and timeline for each role will vary, depending on the position. However, here are some things you can expect from us: • Prompt updates and feedback following interviews • Interviews with recruiters, hiring managers, and members of teams • Skills assessment relevant to the position, if applicable • Genuine, thoughtful human interaction at every step • We will accept applications for this position through June 15, 2026 at 10pm CST. • HOW WE SUPPORT YOU
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. • 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 make a real difference for both Kinfolk and the homeowners we serve. • By the end of your first year, you should feel confident in your role, trusted as an owner, and proud of the progress you’ve helped make. • Customers considering cancellation are consistently retained through effective policy reviews, coverage counseling, and alternative carrier solutions. • Renewal conversations result in positive customer experiences, increased confidence in coverage decisions, and strong retention outcomes. • Customer issues are resolved efficiently and professionally, with a reputation for empathy, accuracy, and follow-through. • Operational improvements, process updates, or training enhancements have contributed to greater team effectiveness and customer satisfaction.
Benefits
• Competitive salary and company equity through Restricted Stock Units (RSUs), granted as part of our standard compensation package and based on role and level • 401(k) with company match up to 4% of eligible earnings • Multiple medical plan options, plus dental and vision coverage • Company-funded HSA contributions (based on medical plan selection) • Company-paid life insurance and short-term disability • Employee referral bonuses • Health & Wellbeing • A variety of supplemental benefit options, including long-term disability, critical illness, accident, legal, and pet insurance • Access to mental health support and confidential counseling resources • 11 days of accrued PTO and 7 days paid sick leave per year, plus 8 paid company holidays • Paid parental leave, including up to 14 weeks at 100% pay for birthing parents and 8 weeks at 100% pay for non-birthing parents • Growth & Development • Career mobility and internal growth opportunities across the organization • Professional development budgets for certifications, conferences, and learning available, subject to management approval • We don’t just hire for skills. We hire for alignment. Kinfolk bring diverse perspectives, but we’re united by a shared set of values that shape how we work and how we show up for each other and our customers. • Run through walls, together - Our industry is stuck in the status quo. But Kin is different. We are challengers. Innovators unwavering in our mission to fix insurance for those who need it most. We are changing insurance for good. We roll up our sleeves, take action, and get “impossible” things done every day with grit and teamwork. • Raise the bar. Drop the ego - Attitudes are contagious. Every one of us is responsible for creating the culture we want to work in. High performance. Low drama. Always respectful. Like professional sports teams, we win by working in sync. We show up, work hard, and play to each other’s strengths. • Act like an owner - We are owners, fully accountable for achieving Kin’s mission. That requires positive, proactive, big-picture thinking well beyond our job descriptions. Ask questions, Take ownership. Do the right thing, even when it‘s hard. Because when Kin thrives, so do you. And so do our customers. • Operate lean. Deliver more - We build efficiency into everything we do. Each dollar we save gets reinvested to deliver more to our customers: better pricing, more products, and new innovations. We work smarter by relentlessly prioritizing and using technology, including AI, to multiply our impact. Lean is about focus, not deprivation. Lean isn't a limitation – it's our competitive advantage. • Keep asking ‘What if?’ - We value curiosity. To make insurance better for our customers, we experiment. We embrace insights. And we base decisions on data rather than assumptions. We see setbacks as opportunities for growth and are always learning and improving. Both individually and as a company. • We are a remote-first company with offices in Chicago, IL and St. Petersburg, FL where teams can come together for collaboration. • For Sales Agents and Customer Service Agents: These roles sit in any of the following 30 states: AL, AZ, CO, FL, ID, IL, IN, KS, KY, MA, MD, ME, MI, MO, MT, NC, NE, NM, NV, NY, OH, OK, PA, SC, TN, TX, UT, VT, VA, WA, and WI. • For all other positions, these roles can sit in any of the following 40 states: AL, AR, AZ, CA (exempt only), CO, CT, FL, GA, ID, IL, IN, IA, KS, KY, MA, ME, MD, MI, MN, MO, MT, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, SD, TN, TX, UT, VT, VA, WA, and WI. Please only apply if you are able to live and work full-time in one of the states listed above. • For remote technical positions located in Canada, we are only able to hire individuals who reside in Ontario. Applicants must be able to live and work full-time in Ontario to be considered. • State locations and specifics are subject to change as our hiring requirements shift. • Kin is proud to be an Equal Employment Opportunity and Affirmative Action Employer. We don't just accept difference – we honor it, nurture it, and celebrate it. We don’t discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Kin welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation, please contact us by sending an email to [email protected]
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