Consumer Retention Representative (Hybrid, Waverly)

At TruStage, we’re on a mission to make a brighter financial future accessible to everyone.  We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance and financial services solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future.

Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition

Job Purpose: 
 

This position is responsible for conserving, selling, soliciting, and being the primary contact for consumers looking to discuss their insurance needs.  This role handles a large volume of inbound and outbound calls in a call center environment, educating consumers on their policy provisions/options, submitting policy changes, as well as offering additional/different products that meet the consumer’s protection needs.  This position will represent TruStage to consumers using excellent customer service, sales techniques and product expertise to influence consumers when choosing their insurance needs.  This role may conduct one on one or small group training/coaching.

Please note:

- Start date: Monday 12/1

- Hours: 8:30-5pm CST during training then 9:35-6:05pm CST

Job Responsibilities: 

• Efficiently and effectively handle incoming telephone calls from consumers, with the ability to follow TruStage's sales process to assess and identify insurance needs.  Specific focus on needs base selling practices.
• Provide technical sales insight and explain complex insurance product information to consumers.
• Use problem-solving skills to identify problems or situations and recommendations for resolution.
• Document consumer inquiries and follow up on requests for information. This may include the creation of product quotes and applications.
• Provide product information, product coverage, and premium quotes with a high degree of accuracy.
• Manage consumers' emotions and determine appropriate action resulting in successful call resolution
• Assist with other projects or other assignments as needed.

The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.

Job Requirements:

• Bachelor's Degree in Insurance, Business, or Marketing preferred or equivalent work experience.
• 5+ years relevant experience.
• Exceptional customer service abilities, with a proven history of building positive rapport and resolving issues to ensure customer satisfaction.
• Excellent verbal and written communication skills, with strong active listening abilities to fully understand customer needs and provide clear, accurate responses.
• Strong critical thinking and problem-solving abilities, with the capacity to analyze customer issues and determine the most effective course of action.
• Proven ability navigating multiple systems, platforms, and applications with ease and efficiency. Comfort with learning new software and technology quickly.
• Willingness and ability to quickly learn company-specific tools, software, and processes. Must attend required training and apply knowledge to daily tasks.
• Consistently meet defined metrics for the Retention Representative role.
• Demonstrated ability to sell insurance products in a call center environment.
• Existing Life and Health Insurance License preferred or ability to obtain within 30 days. Preference will be given to candidates who are already Life & Health licensed in their domicile state.

If you’re ready to help make a difference, apply today.  A resume is required to apply. TruStage may process applicant information using an Artificial Intelligence (AI) tool.  This tool automatically generates a screening score based on how well applicant information matches the requirements and qualifications for the position. TruStage recruiters use the screening score as a guide to further evaluate candidates; the score is one component of an application review and does not automatically determine whether a candidate moves forward.  Candidates may choose to opt out of this process.

Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.

Base Salary Range:

At TruStage, we believe a sound, inclusive benefits program is of vital importance, along with a flexible workplace that allows for work-life balance, career growth and retirement assistance. In addition to your base pay, your position may be eligible for an annual incentive (bonus) plan.  Additional benefits available to eligible employees include medical, dental, vision, employee assistance program, life insurance, disability plans, parental leave, paid time off, 401k, and tuition reimbursement, just to name a few. Beyond pay and benefits, we also recognize that flexibility, including working in a place you prefer, is essential to caring for our employees.  We will continue to strive to offer flexibility and invest in technology and other tools that will make hybrid working normal rather than an exception, so that when “life happens,” you can focus on what’s most important.

Accommodation request

TruStage is a place where everyone can bring their best self and thrive. If you need application or interview process accommodations, please contact the accessibility department.