What are the responsibilities and job description for the Licensed Customer Experience Manager position at Fallon Insurance Agency?
Fallon Insurance Agency is a rapidly growing AAA Insurance Agency located in Oshkosh, Wisconsin.
Our mission is simple: Build the #1 AAA Agency in the Midwest.
We are building a high-performance agency focused on professionalism, accountability, customer relationships, retention, and long-term growth.
The Customer Experience Manager (CEM) is one of the most important positions within our agency.
This is not simply a customer service role. This is a relationship management and client retention role focused on protecting households, strengthening relationships, increasing retention, generating referrals, supporting life insurance conversations, and delivering an exceptional customer experience.
As a Customer Experience Manager, you will play a key role in helping clients protect what matters most while contributing directly to the long-term growth of the agency.
This role is designed for individuals seeking:
Competitive Base Salary Bonus Opportunities
Top performers have the opportunity to earn $7,000-$9,000 per month
Structured performance bonus opportunities
Renewal income opportunities
Salary Range: $80,000 - $95,000 per year
BENEFITS
Competitive Base Salary
Performance Bonus Opportunities
Paid Time Off (PTO)
Ongoing Professional Training
Monday-Friday Schedule
Leadership Development
Career Advancement Opportunities
Professional Office Environment
Long-Term Renewal Income Potential
Long-term career advancement opportunities
Leadership development opportunities
Opportunity to help build the #1 AAA Agency in the Midwest
We are focused on building a professional, long-term agency centered around exceptional service, retention, strong relationships, and complete household protection.
Benefits
Annual Base Salary Bonus Opportunities
Paid Time Off (PTO)
Hands on Training
Mon-Fri Schedule
Career Growth Opportunities
Responsibilities
Complete and manage customer onboarding with accuracy and professionalism
Handle walk-in clients and provide a high-level in-office customer experience
Handle policy service requests, billing questions, account changes, and client support
Maintain strong customer communication throughout the onboarding and service process
Build complete household relationships through cross-selling and account reviews
Generate Google reviews through exceptional customer experience
Generate referrals through relationship building and client satisfaction
Identify and assist with life insurance opportunities and conversations
Help strengthen household protection through account reviews and coverage conversations
Maintain accurate AgencyZoom documentation, account notes, onboarding records, and service tracking
Process mortgagee, lienholder, cancellation, underwriting, and onboarding documentation accurately
Help prevent avoidable cancellations and improve household retention
Consistently work toward onboarding, review, referral, life insurance, and retention KPIs
Maintain strong activity levels, organization, process execution, and follow-up discipline
Participate in training, coaching, accountability meetings, and process improvement initiatives
Follow agency workflows, onboarding procedures, documentation standards, and quality expectations
Deliver a high level of professionalism and customer service at all times
This is a KPI-driven role focused on customer experience, retention, complete household protection, operational accuracy, relationship growth, and long-term client value.
Requirements
Active Property & Casualty license required- This is a in office position- **Assessment must be completed to be considered
Previous insurance agency experience required
Active Life & Health insurance license required or (willing to obtain within 30 days)
Strong communication and relationship-building skills
Strong organizational and multitasking ability
Detail-oriented with strong documentation habits
Professional appearance and communication
Comfortable handling customer service, onboarding, relationship-building, life insurance conversations, and walk-in client interactions daily
Growth-oriented and accountable
Self-motivated and process-driven
Reliable attendance and professionalism
Desire for long-term career growth and leadership opportunities
If you are highly organized, relationship-focused, and looking for an opportunity with real long-term upside, strong leadership, full benefits, recurring income potential, and a path for growth, we would love to speak with you.
Our goal is to build the #1 AAA office in the Midwest, and we are looking for the right people to help us do it.
Salary : $80,000 - $95,000