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 Customer Retention Representative, you will maintain Globe Life's customer base by engaging with policyholders considering cancellation or with lapsed policies. This remote role focuses on building relationships, understanding customer needs, and providing solutions to retain life insurance coverage.

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 policyholder situations and recommend appropriate coverage adjustments.
• Build relationships through clear, empathetic, and professional communication by actively listening, asking clarifying questions, 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 individual 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 expectations.
• Efficiently manage daily call quotas for inbound cancellation and outbound lapse recovery contacts while maintaining quality standards.

Requirements

• High school diploma or equivalent.
• Basic Microsoft Office skills (Word, Excel, Outlook).
• Minimum typing speed of 30 wpm.
• Experience in a call center environment 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 and handle pressure.
• Knowledge of life and/or health insurance terminology preferred.
• Reliable and predictable attendance of your assigned shift.
• Ability to work full-time or part-time based on position specifications.

Benefits

• Competitive compensation reflecting your 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 for new additions.
• 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.

Schedule

This is a remote position with a schedule of Monday through Friday.