Retention Officer (Final Expense)

Description

Prime BPO is seeking a motivated Retention Officer specializing in final expense policies to join our team. This role focuses on maintaining and enhancing customer retention by applying effective policy retention strategies and providing exceptional service. The ideal candidate has at least six months of experience in final expense campaigns within a BPO setting and demonstrates strong communication skills to engage with clients effectively. The role involves handling claims processing accurately while ensuring customer satisfaction with all interactions. This position does not require team management responsibilities but offers an opportunity to contribute to the retention success of the company by supporting customer needs and policy renewals. The Retention Officer will interact directly with customers to address concerns related to their final expense policies, provide clear information on policy options, and follow up to maintain policy continuity. This role is vital for upholding the company's commitment to service quality and retention outcomes. Candidates must be proactive in identifying risks related to policy lapses and skilled in resolving potential cancellations through personalized communication and support. Working with Prime BPO, the Retention Officer plays a key part in ensuring the smooth administration and retention of final expense insurance policies through effective claims processing and customer relationship management.

Responsibilities

• Develop and implement strategies to retain final expense policyholders effectively.
• Communicate clearly and empathetically with clients to resolve policy-related inquiries and issues.
• Process claims related to final expense policies accurately and efficiently.
• Monitor customer retention rates and follow up on policies at risk of cancellation.
• Educate clients on policy benefits and renewal procedures to encourage continued coverage.
• Maintain detailed records of customer interactions and policy status updates.
• Collaborate with other departments to ensure seamless service and information flow.
• Identify trends in policy cancellations and recommend improvements to retention strategies.
• Handle customer complaints and provide timely resolutions to enhance satisfaction.
• Ensure compliance with company policies and regulatory requirements during client interactions.

Experience

1 Year

Apply By

Nov 3, 2026

Required Skills

• Policy Retention Strategies
• Effective Communication
• Claims Processing
• Customer Service

Nice to Have Skills

• Problem Solving
• Data Entry