Temporary Customer Retention Rep

Are you ready to turn satisfied customers into lifelong brand advocates? If building strong relationships and ensuring lasting loyalty—sounds like you, we are excited to invite you to apply for the role of Customer Retention Representative. About Guardian Life Of The Caribbean LimitedGuardian Life of the Caribbean Limited leads the charge in Life, Health, and Pension solutions throughout the Caribbean Region. Our unwavering mission is to cultivate financial freedom for our stakeholders through transformative interactions, fuelled by the relentless power of technology.

With innovation at our core, we strive to redefine the landscape of financial services, empowering individuals, and businesses alike to pursue their dreams with confidence and security. Job OverviewThe Retention Rep - Customer Retention Unit is responsible for making calls to customers with a high chance of lapse in order to retain their business. They will conduct investigations of policyholder’s payment history and other pertinent information prior to each retention call.

Through this investigative research he/ she identifies the policyholders that are likely to be receptive to retention calls, gains a view on various viable options that can be presented to an agent or policyholder and then places a call aimed at lapse prevention. Job Responsibilities1 Service Improvement To place calls to customers that are within the scope of the CRU to prevent lapses or mitigate the likelihood of future lapses. To prepare supplementary information/ reports on policy holder history prior to calls being placed to the customer.

To assist with the investigations and resolution of more complex customer problems and inquiries. To identify cases where a policyholder’s payments are not being accurately reflected on their policy and refer these to the relevant department. Due Diligence/Quality Assurance To conduct investigative research on “at risk” policyholders to assess/ evaluate their policy history. To conduct research to provide viable options to an agent or policyholder to assist in lapse prevention. Reporting To prepare daily/weekly/monthly reports as required.

Weekly and monthly status reports are to be accurately prepared and distributed within the specified turn-around times To communication with Agents/and or Branch Managers and the outcomes of contacting GLOC clients must be recorded within one (1) working day of call being placed Perform any other job-related duties as assigned by the Coordinator, Team Leader or Manager. Education & Experience 5 CXC/ CSEC passes including Mathematics and English Language 2 A’ Level/ CAPE passes, or equivalent experience (LOMA 280/281, 290/291 & ACS 100/101) 2 - 3 years’ experience in a Customer Service / Customer contact environment.

Advanced Microsoft Excel including experience in dealing with large sets of data and the use of Pivot tables. Additional RequirementAs a regulated entity with obligations under the Know Your Employee guidelines, a Certificate of Character is required. Person SpecificationThe Customer Retention Representative should be self-sufficient, meticulous, systematic, and possess a logical approach to the tasks with good attention to detail. He/she must be organized and be able to manage time efficiently and possess a customer centric approach.

He/she must be able to work, without much supervision, in a fast-paced, dynamic environment while being thorough, persistent, focused and always demonstrating a professional work ethic. Applications will be treated with the utmost confidentiality.