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

300 American Income Life Insurance Company; United States; Remote; USD 17,000 - 28,000; Part time

Benefits offered by this job

Health insurance

Retirement plan

Paid holidays

Job summary

American Income Life Insurance Company is seeking a Part-Time Customer Retention Representative for remote evening shifts (5:00 p.m.–9:00 p.m. CT, Mon–Fri, plus 8: a.m.–12:00 p.m. Saturday).

You will engage with policyholders with lapsed policies, understand their needs, and explore options to retain coverage. Responsibilities include handling inbound/outbound calls, recommending coverage adjustments, and documenting interactions in our systems.

Qualifications

• High school diploma or equivalent is required.
• Experience in a call center environment is preferred.
• Strong verbal and written communication skills are essential.

Responsibilities

• Inbound and outbound retention-related calls to retain policyholders with lapsed policies.
• Assess policyholder needs and propose appropriate coverage adjustments.
• Maintain accurate records of interactions and outcomes in company systems.
• Communicate clearly, empathetically, and professionally; follow up as needed.

Skills

Typing 30 wpm

Call center experience

Excellent communication

Under pressure performance

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Company Culture

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 Part-Time Customer Retention Representative? American Income Life is looking for a Part-Time Customer Retention Representative to join the team! As a Part-Time Customer Retention Representative, you will play a critical role in maintaining American Income Life's customer base by engaging with policyholders who have policies in a lapsed status. This role focuses on building relationships, understanding customer needs, and providing solutions to retain valuable life insurance coverage.

Working Hours

This remote position offers evening shifts, Monday through Friday, from 5:00 p.m. to 9:00 p.m., and requires a 4-hour shift on Saturday between 8:00 a.m. and 12:00 p.m. Central Time Zone.

What You Will Do

• Inbound Call Support: Handle incoming calls from policyholders returning a call from our outbound efforts (voicemail, text message, and/or email) and working to understand their needs to 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 policyholder 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 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.

How American Income 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 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 Field.

At American Income Life, your voice matters.