Retention Associate

Who is Cover Whale?

Cover Whale improves road safety by combining the insurance products we sell with our data-driven driver coaching and safety program. Our safety program is proven to save lives while delivering better insurance for our drivers.

Founded in 2019, we provide easy insurance options for our drivers at industry-leading insurance loss ratios for the insurance companies that support Cover Whale. The Commercial Auto and Trucking segment of the insurance industry badly needs our help and so do the hard-working drivers who have been struggling with ever-increasing insurance costs year after year.

Join us in the mission!

For more information, please visit our website at www.coverwhale.com

The Role

The Retention Associate plays a key role in engaging with Cover Whale policyholders to ensure satisfaction, reduce cancellations, and drive customer loyalty. This position involves proactively addressing customer concerns, promoting and troubleshooting the telematics program, and leveraging data to improve retention metrics.

Key Responsibilities:

1. Engage at-risk policyholders nearing the end of their term or at risk of cancellation to address concerns, discuss policy updates, and offer tailored solutions, including the benefits of our telematics program.
2. Proactively follow up with policyholders to ensure their needs are met, answer any questions, and highlight the advantages of telematics for improving fleet safety and reducing premiums.
3. Educate customers on telematics to help them understand how tracking driving behavior can lead to lower premiums, improved safety, and fewer claims.
4. Resolve customer issues quickly, especially when it involves coverage, claims, or billing while incorporating telematics-based solutions where appropriate.
5. Use Hubspot and telematics data to identify at-risk customers and develop targeted retention strategies that reduce cancellations and improve long-term customer loyalty.
6. Monitor and report on retention metrics, analyzing the impact of telematics adoption on customer satisfaction, renewals, and cancellations.

Requirements

A Bachelor’s degree from an accredited college or university with 3+ years of insurance experience.

Must-Have Skills/Abilities:

• Superior customer service, leadership, and communication skills. You need to be a competent writer with the ability to explain complex topics in easy-to-understand language.
• Experience utilizing business applications like Zendesk, HubSpot, Slack, and Excel, with an overall strong technical aptitude.
• Superior empathy. Puts self in the shoes of our stakeholders when making any and all decisions.
• Excellent problem-solving skills and analytical skills
• Candidates must be resilient, eager to learn, adaptable, and able to work in a fast-growing environment.
• Must be home-based in the United States.
• Spanish fluency is highly desirable, but not required.

Benefits

• Health/Dental/Vision
• Life/Disability
• 401k – Employer Match
• Generous Parental Leave, and many more.

Compensation:

Base pay if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include discretionary bonus and other Cover Whale-sponsored total rewards/benefits.

The base compensation range for this role is $62,000-$70,000 per year.

Cover Whale works to maintain the best possible environment for our employees, where individuals can learn and grow with the company. We strive to provide a collaborative environment where each person feels encouraged to contribute to their processes, decisions, planning, and culture.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.