Bilingual Customer Retention Representative (Remote)
Core
Retain life insurance policyholders by handling inbound cancellation requests and proactively recovering lapsed policies through empathetic consultation and solution recommendation.
Role type
Bilingual Customer Retention Representative
Builds
Retains customer base for American Income Life (Globe Life family)
Domain
Life Insurance / Customer Support
Deliverable
client delivery
Required skills
Bilingual English/Spanish fluency, inbound call handling, outbound contact management, policy assessment, relationship building, documentation, product knowledge, KPI management
Preferred skills
Call center experience, insurance/sales experience, life/health insurance terminology knowledge
Technologies
Microsoft Office (Word, Excel, Outlook)
Responsibilities
Handle incoming calls from policyholders requesting policy cancellations; Proactively contact customers with lapsed life insurance policies; Assess individual policyholder situations and recommend coverage adjustments; Maintain accurate records of customer interactions and retention efforts; Meet or exceed contact center KPIs including call volume and retention rates
Seniority
Individual Contributor