Customer Retention Representative (Remote)
Primary Duties & Responsibilities
At Globe 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 help Make Tomorrow Better.
Role Overview
Could you be our nextCustomer Retention Representative? Globe Life is looking for aCustomer Retention Representativeto join the team!
As a Customer Retention Representative, you will play a critical role in maintaining Globe 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 schedule Monday through Friday.
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 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.
- 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 your assigned shift.
- Ability to work full time and/or part time based on the position specifications.
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 Globe 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 company-matched 401k and 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.
