Remote Customer Retention Specialist

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

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