Bilingual Customer Retention Representative (Remote)

At Globe Life, we empower employees with support and opportunities to succeed at every career stage. We foster a caring, innovative culture that encourages collective growth and collaboration in a respectful environment.

About the role

As a Bilingual Customer Retention Representative, you will maintain American Income Life's customer base by engaging with policyholders considering cancellation or with lapsed policies. This remote position focuses on building relationships, understanding customer needs, and providing solutions to retain life insurance coverage. Full-time and part-time positions are available with morning and evening shifts.

Responsibilities

• Handle inbound calls from policyholders requesting cancellations, addressing concerns and exploring retention options.
• Proactively contact customers with lapsed policies to discuss payment solutions and recovery opportunities.
• Assess individual policyholder situations and recommend appropriate coverage adjustments.
• Build relationships through clear, empathetic, and professional communication, actively listening to concerns and explaining policy options in simple language.
• Maintain accurate records of 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 customer needs, maintain a calm tone during difficult conversations, 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.
• Efficiently manage daily call quotas for inbound cancellation and outbound lapse recovery contacts while maintaining quality standards.

Requirements

• Fully bilingual in English and Spanish (speaking, reading, and writing fluently).
• High school diploma or equivalent.
• Basic Microsoft Office skills (Word, Excel, Outlook).
• Minimum typing speed of 30 wpm.
• Call center experience preferred.
• 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 under pressure.
• Knowledge of life and/or health insurance terminology preferred.
• Reliable and predictable attendance of assigned shift.

Benefits

• Competitive compensation reflecting expertise and contribution.
• Comprehensive health, dental, and vision insurance plans.
• Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
• Paid holidays and time off for work-life balance.
• Parental leave.
• Subsidized all-in-one subscriptions for fitness, mindfulness, nutrition, and sleep goals.
• Company-paid counseling for mental health, stress management, and work-life balance.
• Continued education reimbursement eligibility and company-paid FLMI and ICA courses.
• Discounted Texas Rangers tickets for Globe Life Field visits.