Bilingual Customer Retention Representative

Job Summary

To support customer retention efforts, the remote Bilingual Customer Retention Representative will engage with policyholders considering cancellation or with lapsed policies, focusing on understanding their needs and providing tailored solutions.

Key responsibilities

• Handle inbound calls from policyholders requesting cancellations and explore retention options
• Proactively contact customers with lapsed policies to discuss payment solutions and opportunities for retention
• Maintain accurate records of customer interactions and meet established performance metrics and KPIs

Required qualifications

• Fully bilingual in English and Spanish, with fluency in speaking, reading, and writing
• High school diploma or equivalent
• Basic Microsoft Office skills, including Word, Excel, and Outlook
• Minimum typing speed of 30 wpm
• Experience in a call center environment preferred