Final Expense Retention Specialist

Job Summary

The Final Expense Retention Specialist is responsible for maintaining customer relationships, reducing policy cancellations, and ensuring long-term client satisfaction within the Final Expense insurance portfolio.

This role focuses on proactive engagement with policyholders, addressing concerns and offering suitable solutions to improve retention and persistency rates.

Key Responsibilities

• Customer Retention
  • Contact existing policyholders to prevent cancellations and lapses.
  • Handle inbound retention calls from customers requesting policy cancellations or modifications.
  • Build trust and rapport with customers to reinforce policy value.
• Issue Resolution
  • Identify customer concerns (pricing, coverage, service issues) and provide appropriate solutions.
  • Offer policy adjustments, payment arrangements, or alternative coverage options when necessary.
• Policy Education
  • Clearly explain policy benefits, coverage details, and long-term advantages to customers.
  • Educate clients on the importance of maintaining Final Expense insurance for their families.
• Save Strategies
  • Utilize effective “save” techniques to retain customers who intend to cancel.
  • Recommend retention offers, loyalty benefits, or other incentives (as per company policy).
• Data Management
  • Accurately document all customer interactions, feedback, and outcomes in CRM systems.
  • Track and follow up on pending customer issues.
• Performance Tracking
  • Meet or exceed KPIs such as:
    • Retention Rate
    • Save Rate
    • Call Quality Score
    • WLPH (Workload per Hour), if applicable
• Collaboration
  • Work closely with Sales, QA, and Operations teams to identify trends and improve retention strategies.
  • Provide feedback on common cancellation reasons to improve product/service offerings.

Required Qualifications

• 1–3 years of experience in:
  • Insurance retention / customer service
  • Final Expense or Life Insurance (highly preferred)
• Strong communication and negotiation skills.
• Ability to handle objections and difficult conversations professionally.
• CRM, Microsoft tools and call-center system familiarity.

Key Skills & Competencies

• Customer-centric mindset
• Persuasive communication and negotiation
• Problem-solving and conflict resolution
• Active listening
• Emotional intelligence
• Time management and multitasking

Performance Metrics (KPIs)

• Retention/Save Rate
• Policy Persistency
• Performance-based incentives may apply

Career Path

• Senior Retention Specialist
• Team Lead / Supervisor
• Retention Manager / Operations Manager

Benefits:

• Gym Facility
• Medical Insurance
• Paid Leave
• Provident Fund + EOBI
• Training Programs
• Market Competitive Salary + Lucrative Bonus
• Transport for Females
• Career Path