Part-Time Customer Retention Representative – PM Shift

Role Overview

• Handle incoming calls from policyholders returning a call from our outbound efforts (voicemail, text message, and/or email) and working to understand their needs to explore retention options.
• Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions.
• Assess individual policyholder situations and recommend appropriate coverage adjustments.
• Demonstrate clear, empathetic, and professional communication by actively listening to policy holder concerns, asking clarification questions to fully understand their situation, and explaining policy options and solutions in simple, easy-to-understand language.
• Maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems.
• Stay current on life insurance products, policy features, and company procedures to provide accurate information.
• Adapt communication style to meet individual customer needs, maintain a calm and supportive tone during difficult conversations, and ensure all the information provided is accurate and complete.
• Follow up with customers as needed to confirm understanding and satisfaction with proposed solutions.
• Meet or exceed established contact center key performance indicators (KPIs) including call volume targets, retention rate goals, first call resolution, adherence targets, call quality targets, and attendance expectations.
• Efficiently manage daily call quotas for both inbound calls and outbound lapse recovery contacts 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.

Benefits

• Competitive compensation designed to reflect your expertise and contribution.
• Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
• Robust life insurance benefits and retirement plans, including a pension plan.
• Paid holidays and time off to support a healthy work-life balance.
• Parental leave to help our employees welcome their new additions.
• Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
• Company-paid counseling for assistance with mental health, stress management, and work-life balance.
• Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
• Discounted Texas Rangers tickets for a proud visit to Globe Life Field.