Bilingual Customer Retention Representative

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🕒 2 days ago

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GlobeLife

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2020

📚 Education

🔬 Science

Education • Science • Healthcare

GlobeLife is a collaborative university network created by Uppsala University and Karolinska Institutet to strengthen research and education in global health. It promotes multidisciplinary collaborations, organizes seminars and events, shares recordings and news, and connects researchers and partners to advance work toward the UN Sustainable Development Goals.

📋 Description

• 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 policyholder concerns, asking clarification questions, and explaining policy options and solutions. • Documentation: Maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems. • Product Knowledge: Stay current on life insurance products and company procedures to provide accurate information. • Communication: Adapt communication style to meet individual customer needs and ensure all information is accurate and complete. • Performance Metrics and KPI Achievement: Meet or exceed established contact center KPIs and efficiently manage daily call quotas while maintaining quality standards.

🎯 Requirements

• Must be fully bilingual in English and Spanish, with the ability to speak, read, and write fluently in both languages. • 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.

🏖️ Benefits

• 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.