Customer Retention Representative (Remote)

300 American Income Life Insurance Company; United States; Remote; USD 35,000 - 55,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Pension plan/retirement benefits

Paid holidays and time off

Parental leave

Education reimbursement (FLMI/ICA)

Job summary

American Income Life Insurance Company is seeking a Customer Retention Representative to maintain our customer base by engaging with policyholders considering cancellation or with lapsed statuses. This remote role emphasizes relationship-building, empathetic communication, and finding retention solutions while documenting all interactions in our systems.

You will stay current on life insurance products and company procedures, aiming to meet retention KPIs and provide excellent customer service

Qualifications

• High school diploma or equivalent.
• Excellent verbal and written communication skills.
• Typing speed of at least 30 wpm.
• Experience in a call center environment is a plus.
• Some experience in insurance and/or sales is preferred.
• Ability to solve complex policyholder issues with a positive attitude.
• Ability to work in a fast-paced environment and under pressure.
• Knowledge of life and/or health insurance terminology is preferred.

Responsibilities

• Inbound Cancellation Support: handle calls from policyholders requesting cancellations and explore retention options.
• Outbound Lapse Recovery: contact customers with lapsed policies to discuss opportunities and payment solutions.
• Customer Consultation: assess policyholder situations and recommend coverage adjustments.
• Relationship Building: listen actively and explain policy options in clear, simple language.
• Documentation: maintain accurate records of interactions and outcomes in company systems.
• Product Knowledge: stay current on life insurance products and procedures.
• Communication: adapt style to meet customer needs with a calm, supportive tone.
• KPIs: meet or exceed call volume, retention, FCR, adherence, and attendance targets.

Skills

Verbal communication

Written communication

Typing speed 30 wpm

Call center experience

Insurance knowledge

Problem solving

Time management

Adaptability

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

At American Income Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to Make Tomorrow Better.

Role Overview:

Could you be our next Customer Retention Representative? American Income Life is looking for a Customer Retention Representative to join the team! As a Customer Retention Representative, you will play a critical role in maintaining American Income Life's customer base by engaging with policyholders who are considering cancellation or have policies in a lapsed status. This role focuses on building relationships, understanding customer needs, and providing solutions to retain valuable life insurance coverage. This is a remote / work-from-home position.

What You Will Do:

• Inbound Cancellation Support: Handle incoming calls from policyholders requesting policy cancellations, working to understand their concerns and explore retention options.
• Outbound Lapse Recovery: Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions.
• Customer Consultation: Assess individual policyholder situations and recommend appropriate coverage adjustments.
• Relationship Building: 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.
• Documentation: Maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems.
• Product Knowledge: Stay current on life insurance products, policy features, and company procedures to provide accurate information.
• Communication: 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.
• Performance Metrics and KPI Achievement: 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.

What You Can Bring:

• 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.

How American Income Life Will Support You:

Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don't just work, but thrive at American Income Life:

• Competitive compensation designed to reflect your expertise and contribution.
• Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
• Robust life insurance benefits and retirement plans, including a 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.

Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential.

At American Income Life, your voice matters.

Terms and Conditions:

Want an exciting opportunity in the insurance industry? Some insurance companies only care about making money from their insurance policies. But at American Income Life, we care about people. And Agents who choose to sell our products have an opportunity to make an impact on their clients, their community, their family, and their career. There's way more to it than meets the eye. American Income Life attracts a select group of leaders, entrepreneurs, and high achievers eager to jumpstart their sales career with a fast-paced, stable, and internationally growing company. Opportunity Unlimited At American Income Life, 'Opportunity Unlimited' means you decide what you are worth. As an independent contractor, you are in control. Your performance determines how much money you make and how far you take your career. Selling American Income Life products gives you the opportunity to earn as much as you desire.