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 who wish to cancel their policies, aiming to understand their concerns and explore options for retention.

• Outbound Lapse Recovery: Reach out proactively to customers with lapsed life insurance policies to discuss potential solutions and payment options.

• Customer Consultation: Evaluate individual policyholder circumstances and suggest suitable coverage modifications.

• Relationship Building: Exhibit clear, empathetic, and professional communication by actively listening to policyholder concerns, asking clarifying questions, and explaining policy options and solutions.

• Documentation: Keep precise records of all customer interactions, retention endeavors, and results in company systems.

• Product Knowledge: Remain updated on life insurance products and company protocols to offer accurate information.

• Communication: Modify communication styles to cater to individual customer needs while ensuring all information is precise and comprehensive.

• Performance Metrics and KPI Achievement: Achieve or surpass defined contact center KPIs and effectively manage daily call quotas while upholding quality standards.

⛳️ Requirements

• Must be fully bilingual in English and Spanish, capable of speaking, reading, and writing fluently in both languages.

• High school diploma or equivalent required.

• Basic proficiency in Microsoft Office, including Word, Excel, and Outlook.

• Minimum typing speed of 30 words per minute.

• Previous experience in a call center environment is preferred.

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

• Exceptional verbal and written communication skills.

• Ability to resolve complex policyholder issues with a positive demeanor.

• Capacity 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 because your well-being is essential to your success.

• Extensive life insurance benefits and retirement plans, including a pension option.

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

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

• Subsidized all-in-one subscriptions to assist with your fitness, mindfulness, nutrition, and sleep objectives.

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

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

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