Retention Specialist

For more than 45 years, Careington International has been a leader in the health and wellness benefits space. Since its founding in 1979, Careington has been delivering dental discount solutions as its core competency. Today, Careington has expanded to offer a growing portfolio of 150 health, wellness, lifestyle and virtual health products and services designed to deliver cost savings across a spectrum of life needs. Through its affiliated nationally licensed third-party administrator (TPA), Careington International also delivers full-scale administrative services, including customer service, licensed enrollment, claims administration, individual and group billing.

Summary: 

The Customer Retention and Sales Specialist play a critical role in both revenue protection and revenue generation. This position is responsible for managing qualified cancellation inquiries, executing outbound retention campaigns, driving new discount plan enrollments, and supporting inbound sales efforts as needed.

Specialists engage members who express intent to cancel or are at risk of lapse due to non-payment and conduct consultative conversations to communicate the remaining value of their plan, reinforce the overall value of their policy, clarify contractual commitments, and identify solutions that better align with the member’s needs or budget. The objective is to prevent avoidable cancellations, reduce attrition, and preserve long term membership value.

In addition to retention efforts, specialists actively generate revenue by serving as the frontline sales team for discount plan products and supporting inbound sales call overflow when required. This role requires strong sales acumen, objection handling expertise, resilience, and the ability to balance inbound and outbound responsibilities while consistently meeting or exceeding monthly productivity, save rate, and sales performance expectations.

• This is a hybrid position working Tuesday, Wednesday, Thursday in office and Monday & Friday from home. 
• Training is from 8:30-5:00 for approximately the first 90 days. 
• Work hours are 10:00 a.m. to 7:00 p.m., Monday through Friday.
• This position is paid on the last day of the month and the 15th of each month, with commission included in the payment on the 15th

Responsibilities: 

• Manage qualified inbound cancellation inquiries with the objective of retaining membership and reducing voluntary attrition.
• Conduct consultative conversations to communicate the remaining value of a member’s plan and overall policy benefits.
• Right size members into alternative plan options that better align with their needs and financial situation when appropriate.
• Execute high volume outbound retention campaigns targeting members at risk due to non-payment or lapse status.
• Recover at risk memberships and re-engage members who initiated cancellations through online or self-service channels.
• Serve as the frontline sales team for discount plan products, driving new enrollments and contributing to revenue growth.
• Support inbound sales call overflow when business needs require.
• Efficiently balance blended inbound and outbound call responsibilities while maintaining quality and compliance standards.
• Meet or exceed monthly save rate, sales production, and call productivity goals.
• Maintain accurate documentation across all member interactions.
• Collaborate with leadership to identify trends, cancellation drivers, and opportunities to improve retention and sales strategies.

Skills:

• Proven phone-based sales, retention, or consultative sales experience.
• Strong objection handling and closing skills with a results driven mindset.
• High energy, competitive drive, and resilience in a performance-based environment.
• Ability to manage rejection while maintaining productivity and professionalism.
• Excellent verbal communication and active listening skills.
• Strong organizational skills with the ability to manage high call volumes.
• Adaptability in a dynamic, metrics focused sales environment.
• Team oriented mindset with strong individual accountability.
• Experience with CRM systems and call center software is preferred
• Proficiency in Microsoft Office applications, particularly Excel

Education:

• Group 1 Life & Health License required 
• College degree preferred