Renewal Support Specialist - Transportation Division

Position Overview

The Renewal Support Specialist plays a vital role in delivering a seamless, high-touch renewal experience for our clients. This position is at the heart of our retention strategy, ensuring every client interaction is proactive, clear, and aligned with our goal of achieving an 87% retention rate.

By owning key communication touchpoints and operational workflows, this role strengthens relationships, enhances the client journey, and supports our sales and service teams in delivering exceptional results. This is more than a support role—it’s an opportunity to directly impact client satisfaction, agency growth, and overall success.

Key Responsibilities
Renewal Process Management
Manage and execute all renewal communications from pre-renewal through post-issuance with accuracy and professionalism
Send renewal emails and Sly Broadcasts to insureds, ensuring timely and clear messaging
Accurately input and maintain renewal data within Hawksoft
Update policy shells including policy number, term, premium, and coverage details
Add invoice information as provided by MGAs and ensure all records are complete
Donna Platform Management
Monitor and manage Donna Predictions and Scores to support renewal strategy
Review sentiment scores and document insights within Hawksoft
Client Communication
Deliver clear and accurate policy communications to clients
Add clients to renewal workflows and manage follow-up tasks through proper suspense management
Maintain a proactive communication approach that enhances the overall client experience
Retention for Digital Marketing Policies
Execute onboarding and renewal touchpoints including Tier updates in Agency Zoom
Coordinate communication through Chekkit, welcome texts, and agency app engagement
Send audit preparation emails and ensure clients are informed and supported throughout the process
Data Analysis & Special Projects
Conduct data analysis within Hawksoft to identify trends, gaps, and opportunities
Support strategic initiatives through reporting and insights that improve operational efficiency
Process & Procedure Excellence
Follow the “Paradiso Way” to ensure consistency, compliance, and a high standard of execution
Document all activities thoroughly in Hawksoft, maintaining clean and organized records
Training & Growth
Participate in agency training sessions and ongoing development opportunities
Take initiative in seeking knowledge and improving skill sets to grow within the role
Your Impact

In this role, you will be a key driver of client satisfaction and retention. Your attention to detail, proactive communication, and commitment to excellence will directly contribute to our agency’s success and our goal of achieving an 87 NPS score.

You’ll help create a client experience that stands out—one built on trust, responsiveness, and genuine care. At Paradiso, it’s more than just insurance—it’s about the people, the relationships, and the impact we make together.