Bilingual Customer Retention Representative

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Globe Life

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1900

⚕️ Healthcare Insurance

💸 Finance

👥 B2C

💰 $250M Post-IPO Debt - Globe Life on 2024-08

Healthcare Insurance • Finance • B2C

Globe Life is a U. S. -based life insurance company that provides individual life insurance policies and related products through a network of agents and direct channels. The company emphasizes customer service, agent careers, and long-term financial protection for families, and is financially rated by independent analysts for strength and stability.

📋 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 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.

🎯 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 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.