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Globe Life · 2 days ago

Part-Time AM Customer Retention Representative (Remote)

United States

Full-time, Part-time

Remote

New Grad, Entry Level

Globe Life is dedicated to empowering employees and fostering a supportive work culture. They are seeking a Part-Time Customer Retention Representative to maintain customer relationships and address policyholder concerns regarding lapsed insurance policies.

Financial ServicesInsurance

Responsibilities

Handle incoming calls from policyholders requesting policy cancellations, working to understand their concerns and explore retention options

Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions

Assess individual policyholder situations and recommend appropriate coverage adjustments

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

Maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems

Stay current on life insurance products, policy features, and company procedures to provide accurate information

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

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