What to expect as a Life- Customer Retention Consultant:

Utilize phone and written communication to retain the existing annuity/life policy owner base through an on-going program of communication with consistent theme of image building and the re-selling or selling of Midland National Life Insurance Company, North American Company for Life and Health Insurance, and any other acquired insurance companies. Participate in retention and/or internal sales programs, and the monitoring and reporting of results of programs. Communicate both verbally and written with policy owners, employers, agents and internal support departments in matters relating to policy service. Provide this service with the needs of the customer at the forefront, using the corporate shared values as the guide for all interactions.

• Retain existing life/annuity business by reviewing existing policy/contract features and benefits with policy owners, and providing them with the information needed to make an informed decision.
• Maintain an in depth knowledge on our products new and old, stay up to date on riders, crediting strategies, contract bonuses.
• Conduct competitive research activities regarding the current products and features offered by other carriers in the industry. Maintain a strong knowledge base of competitor products and product features.
• Personally perform the following duties of a Licensed Agent for policy owners who no longer have an agent:
  Assist policy owners with determining any needed changes for their policy
  Provide policy owners with advice regarding their current product
  Review and approve internal replacements in accordance with established Internal Replacement guidelines
  Answer service and product portfolio related questions
  Assist in assigning new servicing agents in the area if requested by policy owner
• Conduct proactive and reactive sales presentations by telephone, mail and email to policyholders highlighting SFG?s solutions and value propositions, including recommendation and development of product solutions based on data obtained from policyholders.
• A personal commitment to the industry by completing the required continuing education requirements necessary to maintain licensure as an Agent within multiple jurisdictions.
• Maintain a positive and open relationship with our sales force and home office staff.
• Assist with training of new associates and continued collaboration of existing team.
• Provide service and direct marketing of products to our current policy owners and new policy owners.
• Personally identify reporting and retention strategies as applicable, that include, but are not exclusive to:
  Top replacing companies and products
  Replacing agent and trends in replacement activity
  Internal replacement activity
  Reasons that policy owners are surrendering or transferring assets
  Amount and percentage of assets at risk conserved/not conserved
  New money sales and additional premium related to conservation effort.
• Monitor and administer agent replacements according to established procedures on a weekly basis as applicable. Help in identifying trends of replacement activity. Monitor and review cases based on agent conduct and agent replacement activity by working with compliance.
• Participate in the development and implementation of:
  Processes and/or procedures that will enhance and improve retention
  Identify trends that have adverse affects on policy owners and the company
  Systems to measure and report results of our orphan policy owners service initiatives.
• Be available to assist Home Office employees in purchasing products.
• Drive to meet/exceed all performance goals including KPIs (key performance indicators), SLAs (service level agreements) and other communicated standards.
• Proactively participate in daily huddle board discussions offering ideas, insights and support.
• Actively participate in problem solving sessions (standard work, root cause problem solving, etc.) as requested by your manager.
• Take ownership of implementing standard work and other changes into your daily work processes.
• Continuously strive to create a positive customer experience throughout all customer interactions, request processing/handling, and problem-solving efforts.
• Comply with AML procedures, including looking out for potential fraudulent practices and by indentifying different trends.
• Assist the Legal and Compliance Departments in review and resolution of complaints, lawsuits, and other regulatory matters.
• Maintain compliance with Record Information Management (RIM) requirements.
• Perform all other tasks that may be assigned by Manager as a result of changes to department goals and objectives.
• Participate in creation of vision and future direction of team. Help identify additional responsibilities and processes.
• Commitment to embrace Sammons Financial Group Companies shared values (Respect, Accountability, Integrity, and Openness)
• As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands.

What we are looking for:

• Bachelor's Degree Insurance, Marketing or Business preferred
• 3-5 years' experience working as a licensed representative in the life and annuity industry preferred
• Possess all of the licensing and appointment requirements necessary to serve as a Life Insurance agent or obtain these requirements soon after hire - Life License required
• Excellent written and verbal communication skills
• Presentation skills a must
• Strong people skills and Service oriented
• Disciplined, organized and self-motivated; ability to be proactive in addressing policyowner needs and indentifying solutions as they arise
• Ability to work independently and manage multiple tasks simultaneously
• Ability to organize, analyze, and report findings and data
• Good interpersonal skills, including a high degree of professionalism, effective relational skills, strong initiative, and high energy
• Ability to develop a rapport with policy owners over the phone, develop trust, provide knowledgeable and caring service
• Criminal background check required.