Bilingual Customer Retention Representative

Accountabilities:

• • Handle inbound cancellation calls, listening carefully to policyholder concerns, identifying reasons for cancellation, and exploring appropriate retention solutions.
  • Conduct outbound lapse-recovery calls to customers with lapsed policies, discussing payment solutions and opportunities to restore coverage.
  • Assess individual policyholder situations and recommend suitable coverage adjustments or policy solutions based on their needs.
  • Build strong customer relationships through empathetic listening, thoughtful questioning, clear explanations, and professional communication in both English and Spanish.
  • Explain life insurance products, policy features, options, and procedures in simple, easy-to-understand language while ensuring information is accurate and complete.
  • Adapt communication style to different customer situations, remain calm during difficult conversations, and follow up as needed to confirm understanding and satisfaction.
  • Maintain accurate records of customer interactions, retention efforts, outcomes, and follow-up activities in internal systems.
  • Stay current on applicable life insurance products, terminology, policies, and procedures to provide knowledgeable customer support.
  • Meet or exceed contact-center KPIs, including call volume, retention rates, first-call resolution, schedule adherence, quality, attendance, and daily productivity targets.

  Requirements

  • Fluency in English and Spanish, including the ability to speak, read, and write effectively in both languages.
  • High school diploma or equivalent.
  • Strong verbal and written communication skills, with the ability to explain complex information clearly and professionally.
  • Excellent active-listening and interpersonal skills, with the ability to demonstrate empathy and build trust during sensitive customer conversations.
  • Strong problem-solving abilities and a positive, solutions-oriented approach to resolving policyholder concerns.
  • Ability to work effectively in a fast-paced, performance-driven environment while remaining composed under pressure.
  • Basic proficiency with Microsoft Office, including Word, Excel, and Outlook.
  • Minimum typing speed of 30 words per minute.
  • Previous call center or contact center experience is preferred.
  • Experience in insurance and/or sales is preferred.
  • Familiarity with life and/or health insurance terminology is a plus.
  • Reliable and predictable attendance, with the ability to work the assigned full-time or part-time schedule, including morning or evening shifts.

  Benefits

  • Remote, work-from-home position.
  • Full-time and part-time opportunities available.
  • Morning and evening shift options.
  • Competitive compensation aligned with experience and contribution.
  • Comprehensive medical, dental, and vision insurance.
  • Life insurance coverage and retirement benefits, including 401(k) matching and a pension plan.
  • Paid holidays and paid time off to support work-life balance.
  • Parental leave for eligible employees.
  • Subsidized wellness subscriptions supporting fitness, mindfulness, nutrition, and sleep.
  • Company-paid counseling and employee support resources for mental health, stress management, and work-life balance.
  • Education reimbursement opportunities and access to professional development courses.
  • Opportunities for continued career growth, learning, and professional development.
  • Employee perks and discounts, including access to select sports and entertainment experiences.