Job Description
- Job Description:
- Handle incoming calls from policyholders requesting policy cancellations, working to understand their concerns and explore retention options.
- Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions.
- Assess individual policyholder situations and recommend appropriate coverage adjustments.
- Demonstrate clear, empathetic, and professional communication by actively listening to policy holder concerns.
- Maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems.
- Stay current on life insurance products, policy features, and company procedures to provide accurate information.
- Adapt communication style to meet individual customer needs, maintain a calm and supportive tone during difficult conversations.
- Confirm understanding and satisfaction with proposed solutions.
- Meet or exceed established contact center key performance indicators (KPIs).
- Requirements:
- 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:
- 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.
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