Part-Time Customer Retention Representative -AM Shift (Remote)

400 Globe Life And Accident Insurance Company; United States; Remote; USD 17,000 - 30,000; Part time

Benefits offered by this job

Health, dental, and vision insurance

401k with company match

Pension plan

Paid holidays and time off

Parental leave

Education reimbursement and courses (e

Mental health counseling

Affordable wellness discounts

Discounted event tickets

Job summary

Globe Life is seeking a Part‑Time AM Customer Retention Representative to support policyholders considering cancellation or with a lapsed status. You will engage customers, propose retention options, and document interactions in client systems.

The role emphasizes empathy, clear communication, and accurate information sharing. The position offers a remote schedule, with a Monday–Friday work week, and involves inbound and outbound retention activities, aiming to protect the customer base and

Qualifications

• High school diploma or equivalent required.
• Verbal and written communication skills are essential.
• Experience in a call center environment is preferred.
• Insurance or sales exposure is a plus.

Responsibilities

• Handle inbound cancellation requests and explore retention options.
• Proactively contact customers with lapsed policies to discuss solutions.
• Assess policyholder needs and recommend coverage adjustments.
• Maintain accurate records of interactions and outcomes in systems.
• Stay current on life insurance products and company procedures.
• Communicate clearly, empathetically, and professionally with customers.
• Meet KPIs for contact volume, retention, and call quality.

Skills

Excellent communication

Typing speed 30 wpm

Call center experience

Fast-paced work style

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

At Globe 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 help Make Tomorrow Better.

Role Overview:

Could you be our next Customer Retention Representative? Globe Life is looking for a Part‑Time AM Customer Retention Representative to join the team! As a Customer Retention Representative, you will play a critical role in maintaining Globe 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 remote position offers a schedule Monday through Friday.

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 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.

Applicable To All Employees of Globe Life Family of Companies:

• Reliable and predictable attendance of your assigned shift.
• Ability to work full time and/or part time based on the position specifications.

How Globe Life Will Support You:

• 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 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.

Terms and Conditions

The Whole Globe Not only is it in our name, it’s in our hearts. Our Company thrives off of diversity and has created a culture focused on inclusivity. These two components are the pillars of our foundation and the guiding principles that build our employees and leaders.

No Ceiling

The insurance industry may be traditional, but Globe Life has been, is, and always will be dedicated to building an inclusive, sustainable, and inspiring environment that does not have a ceiling on growth.