Globe Life · 5 months ago
Customer Retention Representative (Remote)
United States
Full-time
Remote
New Grad, Entry LevelGlobe Life is committed to empowering its employees and is seeking a Customer Retention Representative to join their team. This role is essential in maintaining the customer base by engaging with policyholders considering cancellation and providing solutions to retain life insurance coverage.
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
Qualification
Required
High school diploma or equivalent
Basic Microsoft Office Skills, including Word, Excel, and Outlook
Minimum Typing speed of 30 wpm
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
Preferred
Experience in a call center environment
Some insurance and/or sales experience
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 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.
Company
Globe Life
Globe Life is an insurance company.
Founded in 1951
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$250M2024-08-15Post Ipo Debt· $250M
2019-08-09IPO
Leadership Team
Frank Svoboda
Executive Vice President and Chief Financial Officer
Recent News
PR Newswire
2025-11-07
2025-10-29
Company data provided by crunchbase