Customer Retention Representative - PM Shift (Remote)

📋 Description

• • As a Customer Retention Representative, you will play a critical role in maintaining American Income Life's customer base by engaging with policyholders who are considering cancellation or have policies in a lapsed status. This role focuses on building relationships, understanding customer needs, and providing solutions to retain valuable life insurance coverage.
• • Day to day, you will handle inbound cancellation support by managing incoming calls from policyholders requesting policy cancellations, work to understand their concerns, and explore retention options. You will also conduct outbound lapse recovery by proactively contacting customers with lapsed life insurance policies to discuss opportunities and payment solutions, assess individual policyholder situations, recommend appropriate coverage adjustments, and maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems.
• • You will be part of a team at American Income Life, a company committed to empowering employees with support and opportunities to succeed at every stage of their career, fostering a caring and innovative culture that enables collective growth in a connected, collaborative, and mutually respectful environment.
• • In this role, you can develop strong communication and relationship-building skills, gain in-depth knowledge of life insurance products and procedures, improve your ability to solve complex policyholder issues with empathy and professionalism, and achieve performance metrics while working toward career growth through continued education reimbursement and company-paid FLMI and ICA courses.