At American Income Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career.
Role Overview Could you be our next Bilingual Customer Retention Representative? American Income Life is looking for a Bilingual Customer Retention Representative to join the team! 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 remote / work‑from‑home position offers full‑time and part‑time openings with morning and evening shifts.
What You Will Do Inbound Cancellation Support: Handle incoming calls from policyholders requesting policy cancellations, work to understand their concerns, and explore retention options.
Outbound Lapse Recovery: Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions.
Customer Consultation: Assess individual policyholder situations and recommend appropriate coverage adjustments.
Relationship Building: Demonstrate clear, empathetic, and professional communication by actively listening to policyholder concerns, asking clarification questions, and explaining policy options and solutions in simple, easy‑to‑understand language.
Documentation: Maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems.
Product Knowledge: Stay current on life insurance products, policy features, and company procedures to provide accurate information.
Communication: Adapt communication style to meet individual customer needs, maintain a calm and supportive tone during difficult conversations, ensure all the information provided is accurate and complete, and follow up with customers as needed to confirm understanding and satisfaction with proposed solutions.
Performance Metrics and KPI Achievement: Meet or exceed established contact center key performance indicators (KPIs) including call volume targets, retention rate goals, first call resolution, adherence targets, call quality targets, and attendance expectations. Efficiently manage daily call quotas for both inbound cancellation calls and outbound lapse recovery contacts while maintaining quality standards.
What You Can Bring 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 (Word, Excel, Outlook).
Minimum typing speed of 30 words per minute.
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 handle pressure well.
Knowledge of life and/or health insurance terminology preferred.
Benefits Competitive compensation designed to reflect your expertise and contribution.
Comprehensive health, dental, and vision insurance plans to support your well‑being.
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 employees welcome new additions.
Subsidized all‑in‑one subscriptions to support 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 visit to Globe Life Field.
Your voice matters. Introduce yourself to our recruiters and we’ll get in touch if there’s a role that seems like a good match.
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