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 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 cancellation calls and outbound lapse recovery contacts while maintaining quality standards.

Must be fully bilingual in English and Spanish, with the ability to speak, read, and write fluently in both languages.
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 experience in insurance and/or sales is 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.

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.

Bilingual Customer Retention Representative

Key skills