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Globe Life · 3 months ago

Part-Time PM Customer Retention Representative (Remote)

United States

Full-time, Part-time

Remote

New Grad, Entry Level

Globe Life is committed to empowering its employees and fostering a caring and innovative culture. They are seeking a Part-Time Customer Retention Representative to engage with policyholders and retain valuable life insurance coverage by understanding their needs and providing solutions.

Financial ServicesInsurance

Responsibilities

Handle incoming calls from policyholders returning a call from our outbound efforts (voicemail, text message, and/or email) and working to understand their needs to 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 policy holder 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 calls and outbound lapse recovery contacts while maintaining quality standards

Qualification

Customer ConsultationProduct KnowledgeRelationship BuildingCall Center ExperienceInsurance KnowledgeMicrosoft Office SkillsTyping SpeedVerbal CommunicationWritten CommunicationProblem Solving