Bilingual Customer Retention Representative

Globe Life

Bilingual Customer Retention Representative handling policyholder cancellations and lapsed policies for American Income Life. Focusing on customer consultation and retention solutions.

Posted 7/17/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in inbound cancellation support and outbound lapse recovery while effectively communicating with policyholders in both English and Spanish. Proficient in maintaining accurate documentation and achieving performance metrics in a fast-paced call center environment.

Highest-signal resume keywords

Bilingual Communication (English and Spanish)Call Center ExperienceLife Insurance KnowledgePerformance Metrics AchievementCustomer Relationship Building

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Basic Microsoft Office SkillsTyping Speed of 30 WPMInsurance Terminology Knowledge

Soft Skills

Excellent Verbal CommunicationEmpathetic ListeningProblem-Solving AttitudeAbility to Work Under Pressure

Industry Keywords

Life InsurancePolicy CancellationRetention StrategiesCustomer ConsultationCall Quality Targets

About the role

Key responsibilities & impact

Inbound Cancellation Support: Handle incoming calls from policyholders requesting policy cancellations, working to understand their concerns and 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 policy holder 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 cancellation calls and outbound lapse recovery contacts while maintaining quality standards.

Requirements

What you’ll need

Must be fully bilingual in English and Spanish, with the ability to speak, read, and write fluently in both languages.
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.

Benefits

Comp & perks

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.