Position Title: Retention Officer

Department: GIA

Work Arrangement: Full-Time, In-Office (Monday-Friday 8:00am-4:30pm)

Sign on bonus: $1,500.00 sign on bonus available for full-time employment. Eligibility for the bonus is $500 after successful completion of onboarding/training to be paid with two months of service, and $1,000 after 6 months of continued full-time satisfactory service.

We are guided by our IDEA principles - Inclusion, Diversity, Equity, and Accessibility - to support a workforce that reflects our community. Our principles support Greylock’s mission and our goals of building a diverse workforce - reflecting multiple identities - and supporting the diverse communities we serve. We strive to ensure that the spaces in which we work and community members we engage are inclusive, while also upholding our cultural standards of psychological safety, respect, and collaboration in every interaction.

The Retention Specialist core purpose is to strengthen policyholder loyalty by proactively engaging customers, resolving premium concerns and ensuring a consistently positive service experience. This role requires independent decision making, deep product knowledge and strong customer relationship skills to ensure retention, cross-sell growth and alignment with Greylock’s service standards.

Essential Functions & Responsibilities:

• 50% Conduct comprehensive personal lines remarkets for existing policyholders by completing customer fact-finding, risk assessments, underwriting reviews, carrier marketing, quoting, proposal preparation, and policy binding activities
• 20% Proactively manage renewals by recommending coverage enhancements, policy adjustments, deductible options, and discount opportunities that align with customer needs and risk profiles.
• 10% Partner with Account Managers, Sales Producers, and agency leadership to develop retention strategies and resolve complex customer situations.
• Identify opportunities to expand existing customer relationships through cross-selling and upselling additional insurance products and services. Support agency growth initiatives by consistently promoting multi-policy households and bundled insurance solutions.
• Maintain complete, accurate, and timely customer records within agency management systems and carrier platforms. Document all customer interactions, coverage recommendations, policy changes, retention efforts, and sales activities according to agency procedures.

The above is a description of the ordinary duties of the position. It should be expected that from time to time other duties, both related and unrelated to the above, may be assigned and, therefore, required.

Performance Measurements:

1. Maintain or increase agency retention rate by conducting timely, comprehensive remarketing reviews and presenting competitive options to clients
2. Completes renewal reviews within established timeliness, including documented coverage recommendations and discounts on eligible accounts. Identifies and converts eligible opportunities for additional lines of business or enhanced coverage
3. Demonstrate consistent communication with account managers with follow-ups and shared action plans on all accounts requiring joint support
4. Maintains complete and accurate client records with minimal errors on audits
5. Meets all internal and carrier compliance requirements including timely policy updates, required disclosures and proper documentation of client interactions
6. Upholds Greylock’s cultural standards by fostering respect, inclusion, psychological safety, and collaboration in all interactions.

Knowledge and Skills:

• Experience: 2-5 years of insurance experience in personal lines
• Education: High School diploma or equivalent, additional insurance-related coursework preferred
• Licenses/Certifications: Producers License required within 6 weeks of hire
• Interpersonal Skills: Strong communication and relationship building skills; ability to work independently
• Technical/Other Skills: Proficiency in Microsoft Office Suite; familiarity with Applied EPIC (preferred, not required); excellent organizational and time management skills and attention to detail

Key Competencies:

• Customer Service
• Problem Solving
• Organizational Skills

Additional Competencies:

• Sales & Influence
• Time Management
• Integrity and Moral Responsibility

Physical Requirements:

Must be able to remain in a stationary position for extended periods; operate a computer and other office equipment; travel to other offices for in-person meetings or training and communicate effectively in person and virtually

Work Environment:

Fully remote

Salary Range:

The salary range for this role is $28.67 to $37.37. This is the salary range we in good faith believe we would pay for this role at the time of this posting. We may pay more than the posted range for exceptionally qualified individuals. An employee’s pay position within the pay band will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience (job and life), skills (specific and transferable), seniority, performance, and business organizational needs. This range may also be modified in the future.

Service and stability: With history going back to the 1930s, Greylock served and grown within the Berkshire County community for almost a century, building deep roots in the area and the lives of the members we serve. Now serving over 100,000 members, Greylock is committed to building a team that loves to put others first.

Opportunities to grow: We offer clear career pathways, ongoing training and upskilling, and a supportive culture that invests in your success. Here, your work is purposeful, value-driven, and makes a real impact on our community.

Benefits that work: Greylock offers competitive benefits and a range of opportunities to grow your career. Choose from two comprehensive medical plan options, along with FSA Medical/Dependent Care, HSA/HRA, dental, vision, and wellness benefits. Additionally, our generous benefits package includes 401k plans with employer match and employer pension contributions, PTO, employee incentive plans, and an opportunity for profit sharing. Greylock offers employer paid life insurance along with both short- and long-term disability. Per an individual’s need, additional life, accident, critical illness benefits, and pet insurance, may also be elected.

To be employed by Greylock Federal Credit Union employees must reside in one of the following states: Massachusetts, New York, Vermont, or Connecticut.

Review of the candidate pool for each opportunity with Greylock Federal Credit Union will begin on the fourteenth day of posting.