Job detail for Customer Retention Representative

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Handle inbound calls from policyholders responding to previous outreach through voicemail, text, or email, identifying their needs and exploring appropriate retention options.

Conduct outbound outreach to customers with lapsed life insurance policies and discuss available opportunities to restore coverage.

Assess individual policyholder circumstances and recommend appropriate policy adjustments or payment solutions.

Build positive customer relationships through active listening, empathy, clarification questions, and professional communication.

Explain insurance policies, coverage options, and potential solutions in clear, accessible language.

Adapt communication style to individual customer needs while maintaining a calm and supportive approach during sensitive conversations.

Follow up with customers when needed to confirm understanding, satisfaction, and completion of proposed solutions.

Accurately document customer interactions, retention activities, outcomes, and follow-up requirements in company systems.

Maintain current knowledge of life insurance products, policy features, procedures, and relevant terminology.

Consistently meet or exceed contact-center KPIs, including call volume, retention rates, first-call resolution, schedule adherence, call quality, and attendance.

Efficiently manage daily inbound and outbound call quotas while maintaining high standards of service and accuracy.

Requirements

High school diploma or equivalent.

Basic proficiency with Microsoft Office applications, including Word, Excel, and Outlook.

Minimum typing speed of 30 words per minute.

Previous call center or customer service experience is preferred.

Experience in insurance and/or sales is advantageous.

Knowledge of life and/or health insurance terminology is preferred.

Excellent verbal and written communication skills, with the ability to explain complex information clearly.

Strong problem-solving abilities and a positive, customer-focused approach to challenging policyholder situations.

Ability to actively listen, demonstrate empathy, ask effective questions, and tailor communication to different customer needs.

Comfortable working in a fast-paced environment, managing pressure, and balancing quality with productivity expectations.

Strong attention to detail and ability to maintain accurate records.

Reliable attendance and ability to consistently meet scheduled shifts and performance expectations.

Ability to work remotely with a high degree of focus, organization, and accountability.

Benefits

Fully remote, part-time position.

Evening schedule Monday through Friday, 5:00 p.m. to 9:00 p.m. Central Time.

Additional 4-hour Saturday shift between 8:00 a.m. and 12:00 p.m. Central Time.

Competitive compensation based on experience and contribution.

Health, dental, and vision insurance options.

Life insurance and retirement benefits, including a pension plan.

Paid holidays and time off.

Parental leave.

Subsidized wellness subscriptions supporting fitness, mindfulness, nutrition, and sleep.

Company-paid counseling for mental health, stress management, and work-life support.

Education reimbursement opportunities.

Company-paid FLMI and ICA courses for professional development.

Opportunities to develop expertise in insurance, customer retention, and consultative service.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
 Why Apply Through Jobgether? 
 
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