Job Description

Customer Retention Representative

Primary Duties & Responsibilities

Globe Life Inc. has immediate openings available for full-time Customer Service/Retention Specialists. We offer competitive wages and paid training - no previous Customer Service experience is required. We are seeking outgoing, customer service-oriented people for our inbound and outbound call center. This is a remote/work from home position.

Primary Duties:

• Servicing inbound calls from current policyholders with the intent of cancelling their insurance benefits
• Answering questions regarding coverage, premium and other policy information
• Composing business letters, communicating effectively through written and verbal communication
• Working independently and making judgment decisions is required
• Making outbound calls to existing policyholders to collect delinquent premium payments
• Reselling the benefits of our policies and providing excellent customer service
• Using various sales techniques to help increase the retention of our policyholders
• Recording policyholder information for reporting and transactional purposes
• Extensive telephone contact and appropriate telephone skills are required
• Discretion and tact must be used in providing service to customers
• Discretion and tact must be used in providing service to customer
• Monday to Friday schedules, no weekends
• Additional production incentive pay after training period
• Site closed -Thanksgiving and Christmas
• Bilingual (Spanish) hourly pay differential

Working Conditions/Physical Requirements:

• Heavy phone and PC usage
• Sitting for extended periods of time
• Reaches above shoulder level
• Some overtime may be required

• 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
• Basic Microsoft Excel skills required

• High school diploma or equivalent. Some college preferred.
• Experience in a call center environment preferred
• Some insurance and/or sales experience preferred

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