Bilingual Customer Retention Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Inbound Cancellation Support: Manage incoming calls from policyholders seeking to cancel their policies, aiming to understand their concerns and explore retention strategies.

• Outbound Lapse Recovery: Reach out to customers with expired life insurance policies to discuss opportunities and payment solutions.

• Customer Consultation: Evaluate the individual situations of policyholders and suggest suitable coverage modifications.

• Relationship Building: Exhibit clear, empathetic, and professional communication by actively listening to policyholder concerns, asking clarifying questions to fully grasp their situations, and presenting policy options and solutions in straightforward, easily understandable language.

• Documentation: Keep precise records of all customer interactions, retention efforts, and outcomes in the company's systems.

• Product Knowledge: Remain updated on life insurance products, policy features, and company procedures to deliver accurate information.

• Communication: Adjust your communication style to accommodate individual customer needs, maintain a calm and supportive tone during challenging conversations, and ensure all information provided is accurate and complete.

• Follow up with customers as necessary to confirm understanding and satisfaction with the proposed solutions.

• Performance Metrics and KPI Achievement: Meet or surpass established contact center key performance indicators (KPIs) such as call volume targets, retention rate goals, first call resolution, adherence targets, call quality targets, and attendance expectations.

• Efficiently manage daily call quotas for both inbound cancellation calls and outbound lapse recovery contacts while upholding quality standards.

⛳️ Requirements

• Must be fully bilingual in English and Spanish, with the ability to speak, read, and write fluently in both languages.

• High school diploma or equivalent.

• Basic Microsoft Office skills, including Word, Excel, and Outlook.

• Minimum typing speed of 30 wpm.

• Experience in a call center setting is preferred.

• Some background in insurance and/or sales is advantageous.

• Excellent verbal and written communication abilities.

• Capability to resolve complex policyholder issues with a positive outlook.

• Ability to thrive in a fast-paced environment and perform well under pressure.

• Familiarity with life and/or health insurance terminology is preferred.

🏝️ Benefits

• Competitive compensation tailored to reflect your expertise and contributions.

• Comprehensive health, dental, and vision insurance plans, as your well-being is essential to your performance.

• Robust life insurance benefits and retirement plans, including a company-matched 401k and pension plan.

• Paid holidays and time off to foster a healthy work-life balance.

• Parental leave to assist our employees in welcoming new family members.

• Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.

• Company-funded counseling for assistance with mental health, stress management, and work-life balance.

• Eligibility for continued education reimbursement and company-paid FLMI and ICA courses to advance your career.

• Discounted Texas Rangers tickets for a proud visit to Globe Life Field.