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Part-Time Customer Retention Representative
Globe Life. Answer questions regarding coverage, premium, and other policy information .
About the role
Key responsibilities & impact- Answer questions regarding coverage, premium, and other policy information
- Make outbound calls to existing policyholders to retain, resell, and recover lapsed or delinquent policies
- Recommend appropriate coverage adjustments based on individual policyholder needs
- Record and maintain accurate policyholder information for reporting and transactional purposes
- Communicate clearly and empathetically, adapting communication style to each customer's needs
- Follow up with customers to confirm understanding and satisfaction with proposed solutions
- Maintain discretion and tact during extensive telephone contact
- Work independently and exercise sound judgment
- Stay current on life insurance products, policy features, and company procedures
- Meet or exceed contact center KPIs, including call volume, retention rate, first call resolution, adherence, call quality, and attendance
- AM shift: Handle inbound cancellation calls and explore retention options
- AM shift: Proactively contact customers with lapsed policies to discuss payment solutions
- PM shift: Make outbound calls to collect delinquent premium payments
- PM shift: Compose business letters and communicate effectively through written and verbal communication
Requirements
What you’ll need- High school diploma or equivalent is required
- Basic Microsoft Office skills, including Word, Excel, and Outlook, are required
- Minimum typing speed of 30 wpm is required
- Experience in a call center environment is preferred
- Some insurance and/or sales experience 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 is preferred
- Reliable and predictable attendance of assigned shift
- Ability to work full time and/or part time based on position specifications
- Bilingual Spanish skills are relevant to the hourly pay differential
Benefits
Comp & perks- Competitive compensation designed to reflect your expertise and contribution
- Comprehensive health, dental, and vision insurance plans
- Robust life insurance benefits
- Retirement plans, including company-matched 401k and pension plan
- Paid holidays and time off
- Parental leave
- Subsidized all-in-one subscriptions supporting fitness, mindfulness, nutrition, and sleep goals
- Company-paid counseling for mental health, stress management, and work-life balance
- Continued education reimbursement eligibility
- Company-paid FLMI and ICA courses
- Discounted Texas Rangers tickets