Part-Time Customer Retention Representative - PM Shift (Remote)

About the role

American Income Life is seeking a Part-Time Customer Retention Representative to join their team. This role focuses on maintaining the company's customer base by engaging with policyholders who have policies in a lapsed status. The position offers evening shifts, Monday through Friday, from 5:00 p.m. to 9:00 p.m., and a 4-hour shift on Saturday between 8:00 a.m. and 12:00 p.m. Central Time Zone.

Responsibilities

• Inbound Call Support: Handle incoming calls from policyholders returning a call from our outbound efforts (voicemail, text message, and/or email) and work to understand their needs to 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 calls and outbound lapse recovery contacts while maintaining quality standards.

Requirements

• High school diploma or equivalent.
• Basic Microsoft Office Skills, including Word, Excel, and Outlook.
• Minimum Typing speed of 30 wpm.
• Experience in a call center environment preferred.
• Some 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 work well under pressure.
• Knowledge of life and/or health insurance terminology preferred.

Qualifications

• High school diploma or equivalent.
• Basic Microsoft Office Skills, including Word, Excel, and Outlook.
• Minimum Typing speed of 30 wpm.
• Experience in a call center environment preferred.
• Some 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 work well under pressure.
• Knowledge of life and/or health insurance terminology preferred.

Skills

• Basic Microsoft Office Skills.
• Typing speed of 30 wpm.
• Experience in a call center environment.
• Insurance and/or sales experience.
• Excellent verbal and written communication skills.
• Solving complex policyholder issues with a positive attitude.
• Working in a fast-paced environment and working well under pressure.
• Knowledge of life and/or health insurance terminology.

Benefits

• Competitive compensation designed to reflect your expertise and contribution.
• Comprehensive health, dental, and vision insurance plans.
• 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.
• Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
• Company-paid counseling for assistance with mental health, stress management, and work-life balance.
• Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
• Discounted Texas Rangers tickets for a proud visit to Globe Life Field.

Pay

Competitive compensation designed to reflect your expertise and contribution.

Schedule

Evening shifts, Monday through Friday, from 5:00 p.m. to 9:00 p.m., and a 4-hour shift on Saturday between 8:00 a.m. and 12:00 p.m. Central Time Zone.