Customer Retention Representative

Job Description:

• Handle incoming calls from policyholders requesting policy cancellations and explore retention options
• Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions
• Assess policyholder situations and recommend appropriate coverage adjustments
• Build relationships through active listening, clarification questions, and clear explanations of policy options
• Maintain accurate records of customer interactions, retention efforts, and outcomes
• Stay current on life insurance products, policy features, and company procedures
• Adapt communication style to individual customer needs 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
• Manage daily inbound cancellation and outbound lapse recovery call quotas 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
• Reliable and predictable attendance of assigned shift
• Ability to work full time and/or part time based on position specifications

Benefits:

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