Customer Retention Representative

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

📋 Description

• Manage incoming calls from policyholders requesting to cancel their policies and explore options for retention.

• Reach out proactively to customers with lapsed life insurance policies to discuss opportunities and payment solutions.

• Evaluate policyholder situations and suggest suitable adjustments to their coverage.

• Cultivate relationships through active listening, clarifying questions, and providing clear explanations of policy options.

• Keep precise records of customer interactions, retention efforts, and outcomes.

• Stay informed about life insurance products, policy features, and company procedures.

• Tailor communication styles to meet individual customer needs and follow up to ensure understanding and satisfaction.

• Achieve or surpass contact center KPIs, including call volume, retention rate, first-call resolution, adherence, call quality, and attendance targets.

• Handle daily quotas for inbound cancellation and outbound lapse recovery calls while upholding quality standards.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Proficient in basic Microsoft Office applications, including Word, Excel, and Outlook.

• Minimum typing speed of 30 words per minute.

• Prior experience in a call center environment is preferred.

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

• Exceptional verbal and written communication skills.

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

• Ability to thrive in a fast-paced environment and handle pressure effectively.

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

• Consistent and dependable attendance for the assigned shift.

• Availability to work full-time and/or part-time depending on position specifications.

🏝️ Benefits

• Competitive salary designed to reflect your skills and contributions.

• Comprehensive health, dental, and vision insurance options.

• Life insurance coverage.

• Retirement plans, including a company-matched 401k and pension plan.

• Paid holidays and time off.

• Parental leave.

• Subsidized all-in-one subscriptions that support fitness, mindfulness, nutrition, and sleep.

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

• Eligibility for continued education reimbursement.

• Company-sponsored FLMI and ICA courses.

• Discounted tickets to Texas Rangers games.