Part-Time AM Customer Retention Representative; Remote

Part‑Time AM Customer Retention Representative (Remote)

American Income Life is looking for a Part‑Time Customer Retention Representative to join the team.

As a Part‑Time Customer Retention Representative, you will play a critical role in maintaining American Income 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 a schedule Monday through Friday, working from 10:00 am to 2:00 pm, Central Time Zone.

• 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 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.

• 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.