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 Part-Time Customer Retention Representative? Globe Life is looking for a Part-Time Customer Retention Representative to join the team!
As a Customer Retention Representative, you will play a critical role in maintaining Globe Life's customer base by engaging with policyholders who have policies in a lapsed status. This role focuses on building relationships, understanding customer needs, and providing solutions to retain valuable life insurance coverage.
This remote position offers evening shifts, Monday through Friday, and requires a 4-hour shift on Saturday between 8:00 am and 2:00 pm Central Time Zone.
What You Will Do:
- Inbound Call Support: Handle incoming calls from policyholders returning a call from our outbound efforts (voicemail, text message, and/or email) and working to understand their needs to 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 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 calls and outbound lapse recovery contacts while maintaining quality standards.
What You Can Bring:
- 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.