Senior Customer Retention Specialist – Life Insurance Policyholder Engagement & Retention Strategy Expert, Customer Experience Champion, Remote Contact Center Leader

About brighthush

At brighthush, we believe that the future of financial security begins with the people we serve. As a leading provider of life and health insurance solutions, we empower families to protect what matters most while fostering a culture of innovation, empathy, and continuous growth. Our mission is simple yet profound: Make Tomorrow Better by ensuring that every policyholder feels heard, valued, and supported throughout their journey with us.

We are proud to cultivate an environment where collaboration, respect, and curiosity thrive. Whether you are a seasoned professional or just starting your career, brighthush offers the resources, mentorship, and opportunities to help you reach your full potential.

Role Overview

We are seeking a dedicated Senior Customer Retention Specialist to become a pivotal member of our remote contact center team. In this role, you will be the frontline advocate for policyholders who are considering cancellation or have experienced a lapse in coverage. Your mission: build lasting relationships, understand unique customer needs, and craft tailored solutions that keep families protected.

Why This Role Matters

Retention is the lifeblood of any insurance organization. By preventing policy cancellations and reviving lapsed accounts, you directly contribute to our financial stability, brand reputation, and, most importantly, the peace of mind of our customers. Your work will have a measurable impact on our retention metrics, customer satisfaction scores, and overall business growth.

Key Responsibilities

• Inbound Cancellation Support: Receive and handle calls from policyholders requesting cancellations. Listen actively, empathize, and explore all available retention options.
• Outbound Lapse Recovery: Proactively reach out to customers with lapsed policies. Discuss payment solutions, policy adjustments, and reactivation pathways.
• Customer Consultation: Conduct thorough assessments of individual policyholder situations. Recommend coverage adjustments, riders, or payment plans that align with their financial goals.
• Relationship Building: Demonstrate clear, empathetic, and professional communication. Ask clarifying questions, listen attentively, and explain policy options in plain language.
• Documentation & Data Integrity: Maintain accurate, real‑time records of all interactions, retention efforts, and outcomes in our CRM system.
• Product Knowledge: Stay current on life insurance products, policy features, and company procedures to provide accurate, up‑to‑date information.
• Communication Excellence: Adapt your communication style to meet each customer’s needs. Maintain a calm, supportive tone during difficult conversations and ensure all information is clear and complete.
• Performance Metrics & KPI Achievement: Meet or exceed contact center KPIs, including call volume targets, retention rates, first‑call resolution, adherence, call quality, and attendance. Balance quantity with quality to deliver exceptional customer experiences.
• Team Collaboration & Knowledge Sharing: Partner with underwriting, billing, claims, and product teams to resolve complex issues and share best practices.
• Continuous Improvement: Analyze call data, customer feedback, and industry trends to propose enhancements to retention strategies and scripts.

Essential Qualifications

• High school diploma or equivalent (college coursework preferred).
• Basic proficiency in Microsoft Office (Word, Excel, Outlook).
• Typing speed of at least 30 words per minute.
• Strong verbal and written communication skills.
• Ability to solve complex policyholder issues with a positive, solution‑oriented mindset.
• Comfortable working in a fast‑paced, high‑volume environment.
• Reliable, predictable attendance and punctuality.
• Experience in a call center or customer service environment (preferred).
• Background in insurance, sales, or financial services (preferred).
• Knowledge of life and/or health insurance terminology (preferred).
• Experience with CRM systems and data entry (preferred).
• Prior exposure to retention or loss prevention initiatives (preferred).

Preferred Qualifications

• Experience in a call center or customer service environment.
• Background in insurance, sales, or financial services.
• Knowledge of life and/or health insurance terminology.
• Experience with CRM systems and data entry.
• Prior exposure to retention or loss prevention initiatives.

Skills & Competencies

• Active Listening: Ability to capture customer concerns and respond with empathy.
• Problem‑Solving: Quickly identify root causes and propose actionable solutions.
• Adaptability: Thrive in a dynamic environment with evolving policies and procedures.
• Time Management: Efficiently manage call volume while maintaining high quality.
• Team Collaboration: Work seamlessly with cross‑functional teams (underwriting, billing, claims).
• Data‑Driven Decision Making: Use metrics and analytics to refine retention strategies.
• Customer‑Centric Mindset: Prioritize the customer’s best interests in every interaction.
• Resilience & Stress Management: Maintain composure and positivity during high‑pressure situations.
• Technology Proficiency: Comfortable navigating multiple software platforms and learning new tools quickly.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Senior Customer Retention Specialist, you will have access to:

• Structured onboarding and continuous training programs covering product knowledge, sales techniques, and regulatory compliance.
• Mentorship from senior retention leaders who share insights and best practices.
• Eligibility for advanced certifications such as FLMI (Financial‑Life Management Institute) and ICA (Insurance Coaching Association) courses, fully reimbursed by the company.
• Clear career pathways to roles such as Retention Manager, Customer Experience Lead, or Product Specialist.
• Regular performance reviews with actionable feedback and growth plans.
• Opportunities to lead cross‑functional projects, pilot new retention initiatives, and present findings to executive leadership.
• Access to industry conferences, webinars, and a dedicated learning budget.

Work Environment & Company Culture

Working remotely, you will enjoy the flexibility to balance your professional and personal commitments. Our culture is built on:

• Collaboration: Cross‑functional teams that share knowledge and celebrate wins together.
• Respect: A supportive environment where every voice is heard.
• Innovation: Continuous improvement initiatives that empower you to suggest new ideas.
• Well‑Being: Programs that support mental, physical, and financial health.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve.
• Transparency: Open communication channels and regular town‑hall meetings.
• Recognition: Celebrating individual and team achievements through awards, shout‑outs, and milestone celebrations.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers a competitive base salary complemented by performance‑based incentives. In addition, you will receive:

• Comprehensive health, dental, and vision insurance plans.
• Company‑matched 401(k) and pension contributions.
• Paid holidays, vacation, and sick leave.
• Parental leave and flexible family‑support policies.
• Subsidized wellness subscriptions (fitness, mindfulness, nutrition, sleep).
• Company‑paid counseling services for mental health and stress management.
• Continued education reimbursement and professional development courses.
• Discounted tickets to local sporting events (brighthush).
• Flexible work schedule options and a home‑office stipend.
• Annual performance bonus potential based on individual and team metrics.

How to Apply

Ready to make a tangible difference in the lives of our customers? Submit your application through our career portal or click the link below to start your journey with brighthush:

Apply to this Job

Closing

At brighthush, your voice matters. Join us and become a catalyst for positive change—helping families secure their futures while advancing your own career in a supportive, growth‑oriented environment. We look forward to welcoming you to our team.