Customer Retention Representative - PM Shift in New York at Jobgether

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.

• 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.

• 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.

• 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.