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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 a 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
bilingualMicrosoft Officetyping speedcall center experienceinsurance experiencesales experiencelife insurance knowledgehealth insurance knowledge
Soft Skills
verbal communicationwritten communicationproblem-solvingempathyactive listeningadaptabilitycustomer servicerelationship buildingtime managementpressure management
Certifications
high school diploma