At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.
Role Overview:
Could you be our next Bilingual Customer Retention Representative? American Income Life is looking for a Bilingual Customer Retention Representative to join the team!
As a Customer Retention Representative, you will play a critical role in maintaining American Income Life's customer base by engaging with policyholders who are considering cancellation or have policies in a lapsed status. This role focuses on building relationships, understanding customer needs, and providing solutions to retain valuable life insurance coverage.
This is a remote / work-from-home position. We have full-time and part-time positions available with morning and evening shifts.
What You Will Do:
- Inbound Cancellation Support: Handle incoming calls from policyholders requesting policy cancellations, working to understand their concerns and explore retention options.
- Outbound Lapse Recovery: Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions.
- Customer Consultation: Assess individual policyholder situations and recommend appropriate coverage adjustments.
- Relationship Building: Demonstrate clear, empathetic, and professional communication by actively listening to policy holder concerns, asking clarification questions to fully understand their situation, and explaining policy options and solutions in simple, easy-to-understand language.
- Documentation: Maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems.
- Product Knowledge: Stay current on life insurance products, policy features, and company procedures to provide accurate information.
- Communication: Adapt communication style to meet individual customer needs, maintain a calm and supportive tone during difficult conversations, and ensure all the information provided is accurate and complete. Follow up with customers as needed to confirm understanding and satisfaction with proposed solutions.
- Performance Metrics and KPI Achievement: Meet or exceed established contact center key performance indicators (KPIs) including call volume targets, retention rate goals, first call resolution, adherence targets, call quality targets, and attendance expectations. Efficiently manage daily call quotas for both inbound cancellation calls and outbound lapse recovery contacts while maintaining quality standards.
What You Can Bring:
- Must be fully bilingual in English and Spanish, with the ability to speak, read, and write fluently in both languages.
- 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.
- Some experience in insurance and/or sales is preferred.
- Excellent verbal and written communication skills.
- Ability to solve complex policyholder issues with a positive attitude.
- Ability to work in a fast-paced environment and work well under pressure.
- Knowledge of life and/or health insurance terminology preferred.
Applicable To All Employees of Globe Life Family of Companies:
Reliable and predictable attendance of your assigned shift.
Ability to work full time and/or part time based on the position specifications.
How Globe Life Will Support You:
Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:
Competitive compensation designed to reflect your expertise and contribution.
Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
Paid holidays and time off to support a healthy work-life balance.
Parental leave to help our employees welcome their new additions.
Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
Company-paid counseling for assistance with mental health, stress management, and work-life balance.
Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
Discounted Texas Rangers tickets for a proud visit to Globe Life Field.
Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.
Skills Required
- Fully bilingual in English and Spanish (speak, read, write fluently)
- High school diploma or equivalent
- Basic Microsoft Office skills including Word, Excel, and Outlook
- Minimum typing speed of 30 wpm
- Excellent verbal and written communication skills
- Reliable and predictable attendance of assigned shift
- Ability to work full time and/or part time based on position specifications
- Ability to work in a fast-paced environment and work well under pressure
- Ability to solve complex policyholder issues with a positive attitude
- Experience in a call center environment
- Some experience in insurance and/or sales
- Knowledge of life and/or health insurance terminology
Globe Life Compensation & Benefits Highlights
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Retirement Support — A company 401(k) plus a qualified defined‑benefit pension plan for eligible employees are described in filings as covering substantially all employees and continuing to be funded. For benefits‑eligible corporate roles, this rare combination enhances long‑term financial security.
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Healthcare Strength — Comprehensive medical, dental, vision, life insurance, and short/long‑term disability are listed among the standard offerings. Feedback suggests the overall package is solid for corporate/W‑2 employees.
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Leave & Time Off Breadth — Paid time off, paid holidays, volunteer time off, and paid leaves (100% maternity up to 6 weeks; 100% parental up to 4 weeks) are highlighted. Eligibility is noted as “where applicable,” but covered employees gain meaningful time‑off support.
Globe Life Insights
What We Do
Globe Life is a national insurance company that helps protect the financial futures of working families. Serving millions of policyholders, Globe Life provides life and supplemental health insurance products designed to help customers prepare for the unexpected and protect what matters most. For more than a century, Globe Life has built its business around providing financial protection and delivering on its commitments to customers. Today, people across the organization bring together expertise in areas including insurance operations, customer care, technology, actuarial, finance, and other professional functions to serve policyholders and support the business. Globe Life reaches customers through multiple distribution channels, including independent insurance agents affiliated with its agency divisions. Across the organization, the work is connected by a common purpose: helping provide families with financial protection and support when they need it most.
Why Work With Us
Globe Life combines long-term stability with opportunities to build a meaningful career. Employees can grow through professional development, internal mobility, mentoring, and leadership programs, with benefits that support their future, including a company-matched 401(k) and pension plan for eligible employees.
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Globe Life Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Work arrangements at Globe Life vary by role — onsite, remote, or hybrid (home Mon/Fri, office Tue–Thu). Every setup is matched to the job and team. Regardless of location, professionalism, collaboration, and accountability are always expected.
