Part-Time Customer Retention Representative

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

📋 Description

• Respond to inquiries regarding coverage, premiums, and other policy-related information.

• Conduct outbound calls to current policyholders to retain, resell, and recover any lapsed or delinquent policies.

• Suggest suitable coverage modifications tailored to the unique needs of each policyholder.

• Accurately record and maintain policyholder information for both reporting and transactional purposes.

• Communicate effectively and empathetically, adjusting your communication style to suit each customer's requirements.

• Follow up with customers to ensure understanding and satisfaction with the proposed solutions.

• Exercise discretion and tact during extensive phone interactions.

• Work independently while demonstrating sound judgment.

• Stay updated on life insurance products, policy features, and company protocols.

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

• AM shift: Manage incoming cancellation calls and explore retention strategies.

• AM shift: Proactively reach out to customers with lapsed policies to discuss payment options.

• PM shift: Initiate outbound calls to collect overdue premium payments.

• PM shift: Draft business correspondence and communicate effectively through both written and verbal means.

⛳️ Requirements

• A high school diploma or equivalent is mandatory.

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

• A minimum typing speed of 30 words per minute is essential.

• Experience in a call center setting is preferred.

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

• Exceptional verbal and written communication abilities are necessary.

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

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

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

• Dependable and consistent attendance during assigned shifts is required.

• Availability to work full-time and/or part-time as dictated by position requirements.

• Bilingual skills in Spanish are relevant for the hourly pay differential.

🏝️ Benefits

• Competitive salary designed to reflect your skills and contributions.

• Comprehensive health, dental, and vision insurance options.

• Extensive life insurance benefits.

• 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 objectives.

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

• Eligibility for continued education reimbursement.

• Company-paid FLMI and ICA course opportunities.

• Discounted tickets for Texas Rangers games.