At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.
Role Overview:
Could you be our next Customer Retention Representative? Globe Life is looking for a Customer Retention Representative to join the team!
In this role, you will be responsible for conserving business on behalf of the Company. You’ll be a vital part of a dedicated, professional team. Representatives play a key role in ensuring that customers who call to cancel are helped understand the importance of keeping their coverage and receive policy maintenance.
***This is a remote/work-from-home position with AM and PM shifts available
What You Will Do (All Shifts)
- 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.
AM Shift – Additional Responsibilities
- Handle inbound calls from policyholders requesting cancellations and explore retention options.
- Proactively contact customers with lapsed policies to discuss payment solutions.
PM Shift – Additional Responsibilities
- Make outbound calls to collect delinquent premium payments.
- Compose business letters and communicate effectively through written and verbal communication.
What You Can Bring:
- 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.
Applicable To All Employees of Globe Life Family of Companies:
How Globe Life Will Support You:
Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:
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.
Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.