Final Expense Retention Specialist

• Customer Retention

o Contact existing policyholders to prevent cancellations and lapses.

o Handle inbound retention calls from customers requesting policy cancellations or modifications.

o Build trust and rapport with customers to reinforce policy value.

• Issue Resolution

o Identify customer concerns (pricing, coverage, service issues) and provide appropriate solutions.

o Offer policy adjustments, payment arrangements, or alternative coverage options when necessary.

• Policy Education

o Clearly explain policy benefits, coverage details, and long-term advantages to customers.

o Educate clients on the importance of maintaining Final Expense insurance for their families.

• Save Strategies

o Utilize effective “save” techniques to retain customers who intend to cancel.

o Recommend retention offers, loyalty benefits, or other incentives (as per company policy).

• Data Management

o Accurately document all customer interactions, feedback, and outcomes in CRM systems.

o Track and follow up on pending customer issues.

• Performance Tracking

o Meet or exceed KPIs such as:

 Retention Rate

 Save Rate

 Call Quality Score

 WLPH (Workload per Hour), if applicable

• Collaboration

o Work closely with Sales, QA, and Operations teams to identify trends and improve retention strategies.

o Provide feedback on common cancellation reasons to improve product/service offerings.