Customer Retention Representative (Remote)

About the role

Could you be our next Customer Retention Representative? American Income Life is looking for a Customer Retention Representative to join the team! As a Customer Retention Representative, you will play a critical role in maintaining American Income Life's customer base by engaging with policyholders who are considering cancellation or have policies in a lapsed status. This role focuses on building relationships, understanding customer needs, and providing solutions to retain valuable life insurance coverage. This is a remote / work-from-home position.

Responsibilities

• Inbound Cancellation Support: Handle incoming calls from policyholders requesting policy cancellations, working to understand their concerns and explore retention options.
• Outbound Lapse Recovery: Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions.
• Customer Consultation: Assess individual policyholder situations and recommend appropriate coverage adjustments.
• Relationship Building: 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.
• Documentation: Maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems.
• Product Knowledge: Stay current on life insurance products, policy features, and company procedures to provide accurate information.
• Communication: Adapt communication style to meet individual customer needs, maintain a calm and supportive tone during