Client Retention Specialist – Life Insurance Agency

We are a growing U.S.-based life insurance agency looking for a Client Retention Specialist to join our team.

Your primary responsibility will be to call and follow up with clients after they purchase a life insurance policy to make sure their policy stays active and on the books.

This is a phone-heavy position. You should be comfortable speaking with customers, solving problems, following up consistently, and handling clients who may be considering cancelling their policy.

Responsibilities
Call new clients after their life insurance purchase to welcome them and confirm they understand their policy
Follow up with clients while their policy is being processed and issued
Make sure clients successfully complete any outstanding requirements
Contact clients when payments fail or policies are at risk of lapsing
Speak with clients who are considering cancelling and work to resolve their concerns
Help prevent unnecessary cancellations and chargebacks
Coordinate with insurance agents when a client needs additional assistance
Update client notes, statuses, and follow-up dates inside our CRM
Maintain an organized daily follow-up list
Track policy retention and identify policies that require immediate attention
Communicate professionally with clients through phone calls, text messages, and email
What We're Looking For

We want someone who is:

Excellent on the phone
Fluent and confident speaking English
Friendly but persistent
Comfortable handling objections
Organized and detail-oriented
Able to follow a process without needing constant supervision
Comfortable making a high volume of outbound calls
Good at building rapport with customers
Reliable and consistent with follow-up
Comfortable working inside a CRM
Able to communicate problems quickly to management

Previous experience in customer service, retention, insurance, collections, appointment setting, call centers, or sales is a major plus.

Life insurance experience is preferred but not required. We can teach you the insurance side if you are great with people and willing to learn.

What Success Looks Like

Your job is simple:

Keep as many clients on the books as possible.

We will measure performance based on things such as:

Client contact rate
Follow-up completion
Policies saved from cancellation
Policy retention/persistency
Outstanding requirements completed
Payment issues resolved
Accuracy of CRM notes and follow-ups
Schedule

This is a full-time remote position working primarily during U.S. Eastern Time business hours.

You must have:

Reliable high-speed internet
A quiet workspace
Reliable computer
Professional headset
Backup internet/power solution preferred
How to Apply

Please include the following in your application:

A short introduction about yourself
Your previous customer service, retention, call center, or sales experience
Your experience making outbound calls
Your experience handling upset customers or cancellation requests
Your expected hourly rate
A short voice recording introducing yourself and explaining why you would be good at client retention

Please start your application with the words “RETENTION TEAM” so we know you read the entire job posting.

We are looking for someone who wants a long-term position with a growing company, not someone looking for a temporary job.