客户留存代表
Customer Retention Representative
职责：
处理来自保单持有人的来电，回应通过语音邮件、短信或电子邮件的先前联系，识别他们的需求并探讨适当的留存方案。
对保单失效的客户进行外呼，讨论恢复保障的可用机会。
评估个人保单持有人的情况，推荐适当的保单调整或付款解决方案。
通过积极倾听、同理心、澄清问题和专业沟通建立良好的客户关系。
用清晰易懂的语言解释保险条款、保障选项和潜在解决方案。
根据个别客户需求调整沟通方式，在敏感对话中保持冷静和支持的态度。
在需要时跟进客户，确认理解程度、满意度和所提议解决方案的完成情况。
准确地在公司系统中记录客户互动、留存活动、结果和后续要求。
保持对人寿保险产品、保单特点、流程和相关术语的最新了解。
持续达到或超过客服中心的KPI，包括通话量、留存率、首次通话解决率、排班遵守率、通话质量及出勤率。
高效管理每日的来电和外呼配额，同时保持高标准的服务和准确性。
要求：
高中毕业或同等学历。
基本掌握Microsoft Office应用程序，包括Word、Excel和Outlook。
最低打字速度为每分钟30个单词。
有呼叫中心或客户服务经验者优先。
具有保险和/或销售经验者更有优势。
了解人寿和/或健康保险术语者优先。
出色的口头和书面沟通能力，能够清晰解释复杂信息。
强大的解决问题能力，以积极、以客户为中心的方式应对具有挑战性的保单持有人情况。
能够积极倾听、展现同理心、提出有效问题，并根据不同的客户需求调整沟通方式。
适应快节奏的工作环境，能应对压力，并在质量和生产效率之间取得平衡。
注重细节，能够保持准确的记录。
出勤可靠，能够持续满足排班和绩效期望。
具备能力
查看英文原文
Accountabilities:
Handle inbound calls from policyholders responding to previous outreach through voicemail, text, or email, identifying their needs and exploring appropriate retention options.
Conduct outbound outreach to customers with lapsed life insurance policies and discuss available opportunities to restore coverage.
Assess individual policyholder circumstances and recommend appropriate policy adjustments or payment solutions.
Build positive customer relationships through active listening, empathy, clarification questions, and professional communication.
Explain insurance policies, coverage options, and potential solutions in clear, accessible language.
Adapt communication style to individual customer needs while maintaining a calm and supportive approach during sensitive conversations.
Follow up with customers when needed to confirm understanding, satisfaction, and completion of proposed solutions.
Accurately document customer interactions, retention activities, outcomes, and follow-up requirements in company systems.
Maintain current knowledge of life insurance products, policy features, procedures, and relevant terminology.
Consistently meet or exceed contact-center KPIs, including call volume, retention rates, first-call resolution, schedule adherence, call quality, and attendance.
Efficiently manage daily inbound and outbound call quotas while maintaining high standards of service and accuracy.
Requirements:
High school diploma or equivalent.
Basic proficiency with Microsoft Office applications, including Word, Excel, and Outlook.
Minimum typing speed of 30 words per minute.
Previous call center or customer service experience is preferred.
Experience in insurance and/or sales is advantageous.
Knowledge of life and/or health insurance terminology is preferred.
Excellent verbal and written communication skills, with the ability to explain complex information clearly.
Strong problem-solving abilities and a positive, customer-focused approach to challenging policyholder situations.
Ability to actively listen, demonstrate empathy, ask effective questions, and tailor communication to different customer needs.
Comfortable working in a fast-paced environment, managing pressure, and balancing quality with productivity expectations.
Strong attention to detail and ability to maintain accurate records.
Reliable attendance and ability to consistently meet scheduled shifts and performance expectations.
Ability to work remotely with a high degree of focus, organization, and accountability.
Benefits:
Fully remote, part-time position.
Evening schedule Monday through Friday, 5:00 p.m. to 9:00 p.m. Central Time.
Additional 4-hour Saturday shift between 8:00 a.m. and 12:00 p.m. Central Time.
Competitive compensation based on experience and contribution.
Health, dental, and vision insurance options.
Life insurance and retirement benefits, including a pension plan.
Paid holidays and time off.
Parental leave.
Subsidized wellness subscriptions supporting fitness, mindfulness, nutrition, and sleep.
Company-paid counseling for mental health, stress management, and work-life support.
Education reimbursement opportunities.
Company-paid FLMI and ICA courses for professional development.
Opportunities to develop expertise in insurance, customer retention, and consultative service.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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