Customer Retention Representative

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

📋 Description

• Manage incoming calls from policyholders who wish to cancel their policies, aiming to understand their concerns and explore options for retention.

• Reach out proactively to customers with inactive life insurance policies to discuss potential solutions for payments and opportunities.

• Evaluate each policyholder’s situation and suggest suitable adjustments to their coverage.

• Exhibit clear, empathetic, and professional communication by actively listening to policyholder issues and articulating policy options and solutions in straightforward, accessible language.

• Keep precise records of all customer interactions, retention initiatives, and outcomes within company systems.

• Stay informed about life insurance products, policy features, and company protocols to provide accurate information.

• Tailor communication styles to accommodate individual customer needs while maintaining a calm, supportive demeanor during challenging conversations.

• Achieve or surpass established contact center key performance indicators (KPIs), including targets for call volume, retention rates, and first call resolution.

⛳️ Requirements

• High school diploma or its equivalent.

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

• Minimum typing speed of 30 words per minute.

• Experience in a call center setting is preferred.

• Previous experience in insurance and/or sales is a plus.

• Outstanding 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 designed to reflect your skills and contributions.

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

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

• Paid holidays and time off to promote 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 objectives.

• Company-sponsored counseling to aid 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 tickets for Texas Rangers games for a proud visit to Globe Life Field.