Customer Retention Representative
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Job Description
Remote customer retention representative helping Globe Life policyholders avoid cancellations and recover lapsed life insurance policies. Managing calls, coverage solutions, documentation, and retention KPIs.
Responsibilities:
- Handle incoming calls from policyholders requesting policy cancellations and explore retention options
- Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions
- Assess policyholder situations and recommend appropriate coverage adjustments
- Build relationships through active listening, clarification questions, and clear explanations of policy options
- Maintain accurate records of customer interactions, retention efforts, and outcomes
- Stay current on life insurance products, policy features, and company procedures
- Adapt communication style to individual customer needs and follow up to confirm understanding and satisfaction
- Meet or exceed contact center KPIs, including call volume, retention rate, first-call resolution, adherence, call quality, and attendance targets
- Manage daily inbound cancellation and outbound lapse recovery call quotas while maintaining quality standards
Requirements:
- 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 environment preferred
- Some insurance and/or sales experience preferred
- Excellent verbal and written communication skills
- Ability to solve complex policyholder issues with a positive attitude
- Ability to work in a fast-paced environment and work well under pressure
- Knowledge of life and/or health insurance terminology preferred
- Reliable and predictable attendance of assigned shift
- Ability to work full time and/or part time based on position specifications
Benefits:
- Competitive compensation designed to reflect your expertise and contribution
- Comprehensive health, dental, and vision insurance plans
- Life insurance benefits
- Retirement plans, including company-matched 401k and pension plan
- Paid holidays and time off
- Parental leave
- Subsidized all-in-one subscriptions supporting fitness, mindfulness, nutrition, and sleep
- Company-paid counseling for mental health, stress management, and work-life balance
- Continued education reimbursement eligibility
- Company-paid FLMI and ICA courses
- Discounted Texas Rangers tickets
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