Program Retention Representative (Veterinary-Focused)

The Program Retention Representative for AVMA is responsible for maintaining and strengthening relationships with existing policyholders, primarily professional liability coverage. This role focuses on handling inquiries through the call center from existing policyholders regarding current coverages, identifying customer needs, resolving issues, reducing policy cancellations, and providing tailored solutions to ensure a positive customer experience and long-term retention. This role has an anticipated start date of March 2026. Your Impact: Actively listen to customer concerns and identify opportunities to retain business through education, product adjustments, or coverage enhancements and endorsements Conduct high volume of customer contact via the phone, email, mail, and fax to promote and renew primarily professional liability coverage to existing policyholders; cross-trained on other ancillary product(s) Process coverage modifications and reinstatements according to company guidelines Offer assistance to members in accessing and utilizing the customer self-service platform Research and resolve customer questions related to coverage, claims, billing, and policy details Maintain accurate records of customer interactions and transactions in the Customer Relationship Management (CRM) system Build and maintain customer relationships by responding to various questions, needs, and requests Support the achievement of insurance retention goals Successful Candidates Will Have: Associates degree preferred; One to two years of customer service or call center experience required Insurance, healthcare or veterinary reception or animal-related customer service is a strong advantage Ability to work in a fast-paced environment and handle multiple tasks Strong interpersonal skills with a proven ability to interface effectively at all levels within an organization. Excellent problem-solving and conflict resolution abilities Property and Casualty insurance license required (or the ability to obtain). One80 Intermediaries is a privately held firm with offices throughout the US and Canada. As a leading insurance wholesaler and program manager, One80 offers placement services and binding authority for property and casualty, life, travel/accident and health, affinity and administrative services, and warranty business. In 2024, One80 Intermediaries was ranked the 14th largest broker in the U.S. by Business Insurance. In 2025, One80 Intermediaries earned the Great Place To Work® Certification™ for the second consecutive year. In addition to the pay range below, this role is also eligible for commission. Pay Range: $15.48 - $20.63 Hourly The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for this role. One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about working at One80 Intermediaries by visiting our careers page: www.one80.com/careers. Personal information submitted by California applicants in response to a job posting is subject to One80's California Job Applicant Privacy Notice . One80 Intermediaries offers market leading access to major insurance markets in the US, UK, Canada and Asia, as well as exclusive programs and in-house binding authority for property & casualty, financial lines, personal lines, life insurance, medical stop loss risks, travel/accident and health, executive benefits, affinity business and warranty coverage. One80 serves commercial companies, non-profits, public entities, associations, unions and private individual risks; and has offices in 55 locations throughout the US and Canada. Apply tot his job Apply To this Job