Part-Time Customer Retention Representative

About the Role

American Income Life is seeking a Part-Time Customer Retention Representative to join the team. This remote position focuses on maintaining the customer base by engaging with policyholders who have lapsed policies. The role involves building relationships, understanding customer needs, and providing solutions to retain life insurance coverage.

• Shift: Evening shifts, Monday through Friday, 5:00 p.m. to 9:00 p.m.
• Weekend: 4-hour shift on Saturday, 8:00 a.m. to 12:00 p.m. Central Time Zone.

Key Responsibilities

• Inbound Call Support: Handle incoming calls from policyholders returning calls and explore retention options.
• Outbound Lapse Recovery: Proactively contact customers with lapsed policies to discuss opportunities and payment solutions.
• Customer Consultation: Assess policyholder situations and recommend appropriate coverage adjustments.
• Relationship Building:
• Demonstrate clear, empathetic, and professional communication.
• Actively listen to concerns and ask clarification questions.
• Explain policy options and solutions simply.
• Documentation: Maintain accurate records of customer interactions and outcomes.
• Product Knowledge: Stay current on life insurance products, policy features, and company procedures.
• Communication:
• Adapt communication style to customer needs.
• Maintain a calm and supportive tone.
• Ensure information provided is accurate and complete.
• Follow up with customers as needed.
• Performance Metrics and KPI Achievement:
• Meet or exceed contact center KPIs, including call volume, retention rate, first call resolution, adherence, call quality, and attendance.
• Efficiently manage daily call quotas for inbound and outbound contacts while maintaining quality standards.

Requirements & Tech Stack

• Microsoft Office Skills: Basic proficiency in Word, Excel, and Outlook.
• Typing Speed: Minimum 30 wpm.

Qualifications

• High school diploma or equivalent.
• Experience in a call center environment (preferred).
• 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 well under pressure.
• Knowledge of life and/or health insurance terminology (preferred).