Retention Advisor

Role overview

Responsibilities

• Call policyholders with missed payments and arrange payments where required.
• Discuss and arrange requests such as payment arrangements and delivery of policy details.
• Handle complaints during retention calls and escalate them when necessary.
• Record accurate notes about work items, policy changes, and payment changes.
• Give clients accurate information and respond to requests to cancel policies.
• Address cancellation concerns, explain policy benefits, and use available tools to retain policyholders.
• Meet individual, team, and business targets while handling service, sales, and cancellation queries professionally.
• Follow quality assurance guidelines and compliance rules.
• Share trends in cancellation reasons with management and apply coaching to meet KPIs.
• Coordinate with Service, Claims, Sales, and other departments; keep current with company policies and procedures.
• Log system issues with a manager and report alleged agent misconduct or customer complaints.
• Manage customer requests and correspondence within company frameworks and deadlines.

Qualifications

• An LLQP license is required.
• Excellent verbal and written communication and interpersonal skills are required.
• High attention to detail is required.
• Knowledge of retention-related practices and procedures is required.
• A practical, hands-on approach, ability to work under pressure, and deadline management are required.
• Ability to multitask while maintaining quality and service is required.
• Intermediate computer skills, including Microsoft Office, are required.

Base salary range

• The stated base salary range is $55,000–$60,000; no compensation cadence is specified.

Hiring information