Bilingual Customer Retention Representative

Job description

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. 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. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Customer Retention Representative based in United States. This is a remote customer-facing opportunity focused on helping policyholders maintain valuable life insurance coverage.You’ll engage with customers who are considering cancellation or whose policies have lapsed, uncover their needs, and identify appropriate solutions.The role combines empathetic communication, consultative problem-solving, and strong product knowledge to deliver positive customer outcomes.You’ll manage both inbound cancellation requests and proactive outbound lapse-recovery conversations.Success requires balancing customer care with measurable retention, quality, and productivity goals in a fast-paced contact center environment.The position offers full-time and part-time opportunities, with both morning and evening shifts available.It’s an ideal role for a bilingual professional who enjoys helping people, building trust, and turning challenging conversations into positive experiences.