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Globe Life logo
Globe Life

At AO Globe Life, we don't just provide a place to work; we provide a place to grow. We focus on developing our people from the ground up, ensuring you have every tool necessary to build a long-term career. We have pioneered a virtual culture that combines the best of professional development with the freedom of a modern workspace.

Customer Retention Representative - PM Shift (Remote)

Product ManagerProduct ManagerFull TimeRemoteEntry LevelTeam 1,657Since 1951H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

28 days ago

Salary

0

Seniority

Entry Level

Bachelor Degree1 yr expEnglish

Job Description

Customer Retention Representative - PM Shift (Remote)

Globe Life

At American Income Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to Make Tomorrow Better. Role Overview: 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 remote position offers a Monday through Friday schedule, with working hours of 12:00 pm to 9:00 pm CST for the PM shift. What You Will Do: - 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 policyholder 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 that all provided information 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. What You Can Bring: - 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. How American Income Life Will Support You: 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. - 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. Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At American Income Life, your voice matters.

Benefits

  • 401(K) matching, Dental insurance, Disability insurance, Volunteer in local community, Family medical leave, Fitness stipend, Flexible Spending Account (FSA), Generous parental leave, Generous PTO, Health insurance, Life insurance, Paid volunteer time, Onsite gym, Paid holidays, Onsite office parking, Partners with nonprofits, Promote from within, Vision insurance, Wellness programs, Diversity employee resource groups, Hiring practices that promote diversity, Employee resource groups, Employee-led culture committees, Hybrid work model, In-person all-hands meetings, Employee awards, Pension, Wellness days, Mother's room, Floating holidays

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