Remote Customer Retention Specialist – Life Insurance

Globe Life Insurance Company; Cheyenne (WY); Remote; USD 25,000 - 39,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k plan

Pension plan

Paid holidays

Parental leave

Education reimbursement

Job summary

Globe Life Insurance Company is seeking a Customer Retention Representative to conserve business and support policyholders. You will handle inquiries about coverage and premiums, engage existing policyholders, and propose retention solutions across AM and PM shifts in a remote capacity.

The role emphasizes strong communication, the ability to manage delinquencies, and the drive to meet performance KPIs while maintaining empathy and professionalism in every interaction.

Qualifications

• High school diploma or equivalent is required.
• Basic Microsoft Office Skills, including Word, Excel, and Outlook, are required.
• A minimum typing speed of 30 wpm is required.
• Experience in a call center environment is preferred.
• Some insurance and/or sales experience 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.

Responsibilities

• Answer questions regarding coverage, premium, and other policy information.
• Make outbound calls to existing policyholders to retain, resell, and recover lapsed or delinquent policies.
• Recommend appropriate coverage adjustments based on individual policyholder needs.
• Record and maintain accurate policyholder information for reporting and transactional purposes.
• Communicate clearly and empathetically, adapting your style to each customer's needs.
• Follow up with customers to confirm understanding and satisfaction with proposed solutions.
• Maintain discretion and tact; extensive telephone contact required.
• Work independently and exercise sound judgment.
• Stay current on life insurance products, policy features, and company procedures.
• Meet or exceed contact center KPIs include call volume, retention rate, first call resolution, adherence, call quality, and attendance expectations.
• Bilingual (Spanish) hourly pay differential.

Skills

Call center experience

Excellent communication

Typing 30 wpm

Problem solving

Education

High school diploma

Tools

MS Word

MS Excel

Outlook

Job description

Globe Life Insurance Company is seeking a Customer Retention Representative to conserve business and support policyholders. You will handle inquiries about coverage and premiums, engage existing policyholders, and propose retention solutions across AM and PM shifts in a remote capacity.

The role emphasizes strong communication, the ability to manage delinquencies, and the drive to meet performance KPIs while maintaining empathy and professionalism in every interaction.