Handles inbound and outbound calls focused on new business policy retention, customer satisfaction, and relationship management. Coordinates and follows through on outstanding (trailing) documents, providing clear guidance to members to ensure a smooth and compliant policy onboarding experience. Answers inbound calls to assist members with unlicensed policy activities such as providing carrier payment information, update mortgagee clauses, and providing supporting documentation such as EOI’s to lenders and proof of insurance to members. Documents all activity accurately in agency management systems and maintains compliance with regulatory requirements. Collaborates with sales and service teams to resolve escalations and improve retention outcomes. Monitors retention trends and provides feedback on common cancellation drivers. Supports cross-functional initiatives, campaigns, and special projects.
High school diploma or equivalent required.
Minimum 4 years of insurance service, retention, or call center experience with an emphasis on positive customer experience.
Strong communication, objection handling, and problem-solving skills. Ability to multitask across systems in a fast-paced environment. Proficiency in Microsoft Office applications.
Proven success in customer retention, save techniques, or account management.
Strong focus on enhancing customer satisfaction by helping customers navigate their new policies with confidence and ease.
Ability to influence customer decisions while maintaining compliance and trust.
Security Service Federal Credit Union is an industry leader who has built a reputation of innovation, strength, and stability. We pride ourselves on discovering and developing employees who have exceptional character and a genuine passion for helping others. In return, we deliver a comprehensive total rewards package that supports the financial, physical, and emotional wellbeing of our employees.
All employees should demonstrate our SSFCU core values -- Caring, Innovative, Honest, Fair and Dedicated -- while providing enthusiastic, professional, and courteous service to SSFCU members and employees.
SSFCU offers a comprehensive total rewards package. Benefit options include medical, dental and vision insurance; health savings and flexible spending accounts; company paid employee life insurance; supplemental life insurance plans; supplemental insurance plans for hospital and critical accident; short term disability; company paid long term disability; paid sick and safe leave, paid vacation, 401K match with immediate vesting, tuition reimbursement, employee tenure and award programs, access to an on-site fitness center or gym membership reimbursement program. Employees can participate in our award-winning Total Wellbeing program focusing on physical, financial and emotional wellbeing. We invest in our communities through our Volunteer Corps and in you, through ongoing growth and development opportunities.
We are an EEO Employer that provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.
Security Service Federal Credit Union is among the top credit unions in the nation with a reputation for strength, stability, and convenience. It offers the true benefits of credit union membership with financial services of the highest quality and value, and locations in Texas, Colorado, and Utah.
Security Service takes pride in discovering and developing employees who have exceptional character and a passion for helping others. In return, we deliver a comprehensive benefits package that supports the financial, physical, and emotional well-being of our employees.
Our internal measures of success extend to corporate responsibility, volunteerism, and participation in the communities we serve. Each year, the Security Service Volunteer Corps donate thousands of hours of service to local non-profit organizations. When you become a team member at Security Service you also join a community dedicated to giving back.
