Customer Retention Representative - PM Shift

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Retention Representative - PM Shift based in the United States.

This part-time remote role focuses on helping policyholders restore and maintain valuable life insurance <coverage.You>’ll connect with customers through inbound and outbound conversations, understand their circumstances, and identify practical retention solutions.The role combines customer service, consultative communication, problem-solving, and accurate <documentation.You>’ll build trust through empathetic conversations and clear explanations of policy options and payment solutions.Success is measured through customer outcomes as well as contact-center metrics such as retention, quality, resolution, and adherence.The position offers a structured evening schedule suited to professionals seeking meaningful part-time <work.You>’ll also receive opportunities for professional development and access to a broad range of employee benefits.

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.