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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer retention strategies and effective communication within the life insurance sector, while maintaining high standards of call quality and adherence to performance metrics.
Highest-signal resume keywords
Customer Retention StrategiesLife Insurance KnowledgeCall Center ExperienceVerbal And Written Communication SkillsProblem-Solving Abilities
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Basic Microsoft Office SkillsTyping Speed Of 30 WpmPolicy Coverage AdjustmentsCall Volume ManagementContact Center KPIs
Soft Skills
Active ListeningAdaptabilityPositive AttitudeRelationship BuildingAttention To Detail
Industry Keywords
Life Insurance TerminologyPolicyholder InteractionCancellation ManagementLapse RecoveryCustomer Interaction Records
About the role
Key responsibilities & impact- Handle incoming calls from policyholders requesting policy cancellations and explore retention options
- Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions
- Assess policyholder situations and recommend appropriate coverage adjustments
- Build relationships through active listening, clarification questions, and clear explanations of policy options
- Maintain accurate records of customer interactions, retention efforts, and outcomes
- Stay current on life insurance products, policy features, and company procedures
- Adapt communication style to individual customer needs and follow up to confirm understanding and satisfaction
- Meet or exceed contact center KPIs, including call volume, retention rate, first-call resolution, adherence, call quality, and attendance targets
- Manage daily inbound cancellation and outbound lapse recovery call quotas while maintaining quality standards
Requirements
What you’ll need- 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 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 work well under pressure
- Knowledge of life and/or health insurance terminology preferred
- Reliable and predictable attendance of assigned shift
- Ability to work full time and/or part time based on position specifications
Benefits
Comp & perks- Competitive compensation designed to reflect your expertise and contribution
- Comprehensive health, dental, and vision insurance plans
- 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
- 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