Key Lead - Village at Meridian, Abercrombie & Fitch

About the role

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.

Role Overview

Could you be our next Customer Retention Representative? Globe Life is looking for a Customer Retention Representative to join the team!

In this role, you will be responsible for conserving business on behalf of the Company. You'll be a vital part of a dedicated, professional team. Representatives play a key role in ensuring that customers who call to cancel are helped understand the importance of keeping their coverage and receive policy maintenance.

This is a remote/work-from-home position with AM and PM shifts available

What You Will Do (All Shifts)

• Answer questions regarding coverage, premium, and other policy information.
• Make outbound calls to existing policyholders to retain, resell, and recover lapsed or delinquent policies.
• Recommend appropriate coverage adjustments based on individual policyholder needs.
• Record and maintain accurate policyholder information for reporting and transactional purposes.
• Communicate clearly and empathetically, adapting your style to each customer's needs.
• Follow up with customers to confirm understanding and satisfaction with proposed solutions.
• Maintain discretion and tact; extensive telephone contact required.
• Work independently and exercise sound judgment.
• Stay current on life insurance products, policy features, and company procedures.
• Meet or exceed contact center KPIs include call volume, retention rate, first call resolution, adherence, call quality, and attendance expectations.
• Bilingual (Spanish) hourly pay differential.

AM Shift - Additional Responsibilities

• Handle inbound calls from policyholders requesting cancellations and explore retention options.
• Proactively contact customers with lapsed policies to discuss payment solutions.

PM Shift - Additional Responsibilities

• Make outbound calls to collect delinquent premium payments.
• Compose business letters and communicate effectively through written and verbal communication.

What You Can Bring

• High school diploma or equivalent is required.
• Basic Microsoft Office Skills, including Word, Excel, and Outlook, are required.
• A minimum typing speed of 30 wpm is required.
• Experience in a call center environment is preferred.
• Some insurance and/or sales experience 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.

Applicable To All Employees of Globe Life Family of Companies

• Reliable and predictable attendance of your assigned shift.
• Ability to work full time and/or part time based on the position specifications.

How Globe Life Will Support You

Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don't just work, but thrive at Globe Life:

• 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 company-matched 401k and 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.

Additional information

Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.