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The Bilingual Customer Retention Representative engages with customers regarding policy cancellations, builds relationships, and offers solutions to retain life insurance policies.

Process and apply premium payments for individual and group policies, research and resolve electronic and bank-draft transactions, perform daily balancing, reporting, and reconciliations, manage error logs, process add-on payments, and perform system administrator duties for Premium Processing software.

Designs, implements, and maintains privacy architecture and Privacy Enhancing Technologies. Ensures compliance with privacy laws (GLBA, HIPAA, CCPA, PIPEDA, GDPR, NZ Privacy Act), performs risk assessments, PIAs/DPIAs, consent management audits, and supports incident response and monitoring. Provides cross-functional guidance, regulatory research, and privacy awareness; reports to Privacy Architecture Manager. Hybrid role in McKinney, TX; some travel may be required.

Lead the life and annuity unclaimed property team ensuring compliance with state Unclaimed Property statutes. Coordinate across internal departments and external auditors, manage staff and vendors, analyze match files, perform outreach, track reporting deadlines, and collaborate to automate processes and ensure timely escheatment.

Handle inbound and outbound calls to current policyholders to explain and add additional life, accident, and health coverage; use the eService web system to assess eligibility, complete paperwork, correct errors, and assist with correspondence while maintaining confidentiality and strong customer service.

Provide paralegal support across regulatory compliance, consumer complaint management, litigation (discovery, document productions, trial prep), and corporate governance. Manage complaint intake/resolution with state insurance departments and BBB, conduct legal research, maintain physical and electronic records, coordinate meetings and deadlines, and support attorneys on special projects and cross-departmental issues.

Ensure call center adherence to TCPA, FCC, and state telemarketing laws by auditing live lead transfers, managing DNC and consent records, monitoring vendor compliance, investigating complaints, drafting policies, training agents, and partnering with Legal, Compliance, IT, and operations to mitigate regulatory and litigation risk.

Lead day-to-day workforce management for a live lead-transfer sales contact center: forecast volume, build schedules, manage real-time queues, monitor SLAs, report workforce metrics, hire and develop WFM staff, and partner with call center leadership to align staffing with sales goals and initiatives.

The Contract Manager will oversee strategic sourcing, contract negotiations, vendor management, and performance assessment for technology-related spends, while ensuring internal stakeholder satisfaction and operational efficiency.

Lead national worksite sales strategy and a team of agency owners and managers to drive revenue, enrollments, and retention. Oversee recruiting, training, compliance (ERISA), budgets, cross-functional collaboration, field coaching, and performance metrics to grow employer/group benefits business.