Customer Retention Representative (Remote)

About the role

American Income Life is seeking a Customer Retention Representative to join their team. This role focuses on maintaining the company's customer base by engaging with policyholders who are considering cancellation or have policies in a lapsed status. The position is remote and involves handling inbound cancellation calls, outbound lapse recovery contacts, and customer consultation.

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 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.
• Performance Metrics and KPI Achievement: 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 cancellation calls and outbound lapse recovery contacts while maintaining quality standards.

Requirements

• Must be fully bilingual in English and Spanish, with the ability to speak, read, and write fluently in both languages.
• High school diploma or equivalent.
• Basic Microsoft Office Skills, including Word, Excel, and Outlook.
• Experience in a call center environment preferred.
• Some experience in insurance and/or sales is 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.

Qualifications

• Minimum Typing speed of 30 wpm.

Skills

• Bilingual in English and Spanish.
• Basic Microsoft Office Skills.
• Call center experience preferred.
• Insurance and/or sales experience preferred.
• Strong communication and problem-solving skills.
• Ability to work in a fast-paced environment.
• Knowledge of life and/or health insurance terminology.

Benefits

Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at American Income Life:

• 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.
• Discounted Texas Rangers tickets for a proud visit to Globe Life Field.

Pay

Competitive compensation designed to reflect your expertise and contribution.

Schedule

This is a remote / work-from-home position.