Retention Representative Job Description
Retention representative
provides to management a marketing plan for establishing new customer relationships.
Retention Representative Duties & Responsibilities
To write an effective retention representative job description, begin by listing detailed duties, responsibilities and expectations. We have included retention representative job description templates that you can modify and use.
Sample responsibilities for this position include:
Take inbound calls from the Leads team to preliminarily screen potential members for UHC products and follow through to enrollment by setting up appointments for those who appear to qualify
Trains new associates and answers questions relating to eligibility, retention, benefits, rates, methodology, and underwriting
Attend sales meetings and/or training and maintain open communications with sales team members to maintain current understanding of all Company products and services
Make outbound phone calls to customers that want to cancel their Service Agreement to explain the benefits of their coverage
Educate customers in the use of installed products, service offerings, billing, charges, and product features
Print products, using the team’s standard retention/recovery tactics to win-back ‘at risk’ or lost orders and subscriptions
The ability to learn a significant amount about our products and services in order to make appropriate recommendations to customers
Ensure needs/expectations met through initial implementation, product delivery
Identify real and potential problems and present a solution to our customers
Works with field Supervisor, Manager, Outreach Staff and Provider Advocates to manage all lines of business (MA, CHP, EP) to maximize retention potential by 1.) Following the pre-approved retention strategy to increase monthly membership retention rate
Retention Representative Qualifications
Qualifications for a job description may include education, certification, and experience.
Education for Retention Representative
Typically a job would require a certain level of education.
Employers hiring for the retention representative job most commonly would prefer for their future employee to have a relevant degree such as High School and Bachelor's Degree in Associates, Education, Business, Marketing, Health Care, Supervision, General Education, Communication, Healthcare, Accounting
Skills for Retention Representative
Desired skills for retention representative include:
General marketing strategies
Effectively establishing relationships to find new opportunities to educate and enroll individuals into State Health Plans
Excel
Microsoft Office
Products
Benefits
Carrier plan features
Insurance industry markets
Legal environments to provide a value-added service to agents/brokers
Outlook Exchange
Desired experience for retention representative includes:
Must demonstrate strong oral communication skills
Must have a valid Driver’s license and full access to an Automobile to use for business purposes
Acquiring/merchant processing experience, including knowledge of interchange is required
Must have the ability to provide professional interpersonal communication when interacting with others
Effective negotiation background preferred
Ability to work in a fast paced, customer focused environment with emphasis on organization, multi-tasking and time management skills
Retention Representative Examples
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Retention Representative Job Description
Job Description Example
Our growing company is looking to fill the role of retention representative. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for retention representative
- Welcome the member to their respective health plan by verifying key information about the member (home address, PCP assignment, ) and discussing the benefits available through the plan
- Enroll new members, educate clients on how to use the plan and maintain contact with applicants to insure accurate completion of all applications with required documentation follow through on the established procedures for the timely and efficient submission of these applications
- Work with other team members to ensure a cohesive unit and consistent high level of service
- Providing real time support of retention agents, including database clean up, providing pricing information, verification of workflow
- Ability to work well in a team environment individually
- Work with members to amicably resolve issues and problems in a way that encourages those members to remain loyal to the company
- Work with providers to correct billing and claims issues and educates providers about how to eliminate those problems going forward
- Analyze reports, such as claims denial and front-end reject reason codes, to determine appropriateness and areas of intervention
- Analyze daily call contact reports to determine accuracy, follow-up, timeframes and possible disenrollment threats
- Contact members at risk for disenrollment based on report analysis and act as an elevated resolution team
Qualifications for retention representative
- Ability to quickly establish rapport and identify needs or concerns for immediate resolution
- Knowledge of several computer software systems including word processing and spreadsheets
- Must be fully bilingual/fluent in English and Spanish
- Immense capacity to close a deal and conclude the transactions and sale
- Good sales abilities
- Ability to learn proprietary systems with limited guidance and training
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Retention Representative Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of retention representative. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for retention representative
- Monitor, analyze and report information from outsource vendors for disenrollment survey information
- Work with Sales Management on the maintenance of Sharepoint communication documents, banner messages, automatic email updates, and compliance alerts
- Answer incoming telephone calls to assist callers and troubleshoot issues or direct to appropriate person
- Closely adhere to the Sales Administrative Work Instructions that are detailed in the Model Office document or other work functions, as needed
- Assist with member calls relating to enrollment or service issues
- Take inbound phone calls and address customer questions and potential concerns
- Resolve customer complaints and questions
- Maintain strong Customer Service Index (CSI) rating as set by management
- Responsible for the entire customer service experience
- Advise customers on the care of their vehicles and the value of maintenance in accordance with the manufacture’s specifications
Qualifications for retention representative
- Must be able to work at computer station for extended periods of time
- Required close vision and the ability to adjust eye focus often
- Waste industry or service industry experience
- Must be able to accurately type 35 wpm and able to 10-key, preferably by touch
- Establish and maintain strong positive working relationships and loyalty with customers to encourage repeat and referral business allowing for long-term clientele
- Make outbound calls to potential customers wishing to cancel or upgrade service
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Retention Representative Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of retention representative. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for retention representative
- Interface with service to ensure high customer satisfaction including appropriate involvement with subscriber turnover
- Assist with accounts receivable matters when required
- Complete any special tasks or duties as assigned by your Manager
- Reports documentation of office visits and any necessary follow up activities
- Handles customer requests and maintains customer satisfaction
- Initiates calls to new providers targeting specific program needs and target areas within regional territory
- Recruits providers that currently have a low provider participation based on client need
- Promotes and recruits for THSteps Medical and Dental, CSHCN, Family Planning and other services
- Promotes and recruits providers to use web based applications such as electronic claim submission and the Provider Enrollment Portal
- Delivers presentations for professional organizations and teaching schools
Qualifications for retention representative
- 1 - 3 years Door to Door sales experience highly preferred
- 4year BS/BA degree is strongly preferred with a mixture of 2-4 years of experience in business-to-consumer sales
- Minimum 3 years of successful outbound telesales in a call center required
- Turn reasonable requests for disconnection or downgrade into save opportunities or potential sales
- Build customer loyalty by providing legendary customer service
- Complete disconnect, transfer and seasonal downgrade orders and update customer accounts in customer record database
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Retention Representative Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of retention representative. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for retention representative
- Reviewing all product returns and cancellation requests
- Identifying the returns and cancellations that provide an opportunity to save / win-back the customer’s business
- Online services and software solutions, working with the Sales team to determine appropriate action
- Recording the history of all business recovery activities in the back office
- Orders and subscriptions unable to be saved, initiating the appropriate back office action
- Customer requests outside policy, informing the customer and providing information on when they will be eligible for cancellation
- Maintaining and distributing the monthly Business Retention & Re-order activity report
- Working with team members to deliver on the assigned annual team target
- Other related contact centre duties as assigned by the supervisor or director
- A minimum of 2 years in a contact centre role
Qualifications for retention representative
- 2+ years customer service experience required, sales experience preferred
- Ability to remain calm and confident while managing confrontation and rejection
- The ability to handle a stressful workload and to multi-task
- The ability to interact with and influence decision-makers and strong negation skills
- The ability to work in a fast-paced environment while maintaining accuracy
- A high degree of patience and the ability to deal with and satisfy difficult customers
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Retention Representative Job Description
Job Description Example
Our growing company is hiring for a retention representative. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for retention representative
- PC skills, MS Office and Internet
- Receives, investigates and resolves complaints
- Work via an auto - dialer or manually dial members as identified by the Clinical Quality team to remind the member of a gap in their care according to evidence based medicine guidelines and assist the member with barriers they may have to addressing their health needs
- If Barrier to Care is provider related the agent will assist the member with finding a new doctor and working with provider's office to set up new appointment
- Responsible for the resolution of escalated member calls that are received by the call center
- Processes member terminations
- Establish telephonic contact with member to assess individual's healthcare needs and concerns
- Provide client education
- Calling subscribers to “print only” versions of our loose-leaf services to ask if they would like access to the ProView eLooseleaf version
- Obtaining the names and email addresses of users who do want access (and are eligible based on their print subscription)
Qualifications for retention representative
- Good knowledge of the corporate internal procedures
- Heavy phone and PC use
- Sitting and wearing a headset for extended periods of time
- Relevant P&C and/or Life Insurance industry experience preferred
- Required Beginner Other Ability to learn and use reporting tools (Crystal, Discovery)
- High School Diploma / GED (or higher) or 10+ years of phone customer service working experience