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

🏥 Healthcare

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

• Handle incoming calls from policyholders requesting policy cancellations, understand their concerns, and explore retention options • Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions • Assess individual policyholder situations and recommend appropriate coverage adjustments • Build relationships through empathetic, professional communication and explain policy options and solutions clearly • Maintain accurate records of customer interactions, retention efforts, and outcomes • Stay current on life insurance products, policy features, and company procedures • Adapt communication style, address difficult conversations calmly, and follow up to confirm understanding and satisfaction • Meet or exceed contact center KPIs, including call volume, retention rate, first call resolution, adherence, call quality, and attendance targets • Manage daily inbound cancellation and outbound lapse recovery call quotas while maintaining quality standards

🎯 Requirements

• 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 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 • Robust life insurance benefits • Retirement plans, including a pension plan • Paid holidays and time off • Parental leave • Subsidized all-in-one subscriptions supporting fitness, mindfulness, nutrition, and sleep goals • Company-paid counseling for mental health, stress management, and work-life balance • Continued education reimbursement eligibility • Company-paid FLMI and ICA courses • Discounted Texas Rangers tickets