Consumer Retention Representative - Contact Center

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, investment and technology 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

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.

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.
• 3+ years relevant experience.
• Consistently meet defined metrics for the Retention Representative role.
• Excellent communication and listening skills
• 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.
• Ability and desire to interact effectively with customers, team members, and other departments.
• Demonstrated effective oral and written communication skills.
• Knowledge and/or ability to quickly and accurately interpret system information.
• Good analytical and problem-solving skills.
• Demonstrated strong understanding of PC applications and comfort with using multiple systems.
• Ability to multi-task

Desired Qualifications:

• Nice to have Financial or Insurance industry contact center experience

• Ideal candidates will already have Life and Health Insurance Licenses​

• Customer retention experience

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If you’re ready to help make a difference, apply today. Please provide your Work Experience and Education or attach a copy of your resume.  Applications received without this information may be removed from consideration.

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

Base Salary Range:

At TruStageTM, 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.