The posting
At American Income Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to Make Tomorrow Better.
Role Overview:
Could you be our next Customer Retention Trainer? American Income Life is looking for a Customer Retention Trainer to join the team!
In this role, you will be responsible for designing, delivering, and evaluating comprehensive training programs that develop and sustain a high-performing customer retention team. You will equip new and tenured representatives with the technical knowledge, product expertise, and interpersonal skills needed to deliver exceptional customer experiences. Through strategic coaching and ongoing performance support, you will directly impact service quality and the operational success of the call center.
This is a remote / work-from-home position.
What You Will Do:
- Design and develop training curricula and programs for new hires and existing staff, including classroom instruction and hands-on practice components.
- Create instructional materials such as videos, documents, guides, and manuals for call center representatives.
- Conduct needs assessments to identify training gaps and areas for improvement.
- Facilitate group and individual training sessions using a variety of instructional techniques, including role-playing and simulations, tailored to adult learning preferences.
- Monitor call quality and provide real-time feedback to new hire representatives.
- Collaborate with department supervisors to identify training needs and support representatives who require additional assistance to meet performance standards.
- Meet regularly with managers and supervisors to stay informed of changes in policies, procedures, regulations, business initiatives, and technologies.
- Assist with questions and coverage gaps based on supervisor availability and support volume.
- Participate in user testing of new application systems prior to implementation in the Customer Retention Call Center.
- Assist with inbound and outbound calls as needed based on departmental call volumes. Help motivate employees and maintain a positive team environment.
- Troubleshoot basic computer and phone issues for new hires.
- Execute ad hoc projects, special assignments, and additional responsibilities as directed by leadership to support evolving business needs and operational priorities.
What You Can Bring:
- Prior training experience in a previous or current role.
- Comprehensive understanding of customer retention programs and tools, such as ESC, Security Manager, OnBase, Mainframe, Citrix, and Conservation Screen.
- Familiarity with Globe Life Companies' product portfolios.
- Proficiency in Microsoft Office and general PC skills.
- Proven presentation and facilitation skills with the ability to speak effectively before groups of employees.
- Strong verbal and written communication skills, including the ability to create clear, concise documentation and deliver honest, constructive feedback.
- Adaptable communication style that can be tailored to diverse employee learning preferences.
- Strong planning and organizational skills with a consistent track record of meeting deadlines.
- Ability to work independently in a multi-task environment as well as collaboratively as part of a team.
- Adaptable to changing business needs and comfortable working in a fast-paced environment.
- Reliable and predictable attendance and punctuality.
- Ability to work full-time based on the position specifications.
How American Income Life Will Support You:
Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at American Income Life:
- Competitive compensation designed to reflect your expertise and contribution.
- Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
- Robust life insurance benefits and retirement plans, including a pension plan.
- Paid holidays and time off to support a healthy work-life balance.
- Parental leave to help our employees welcome their new additions.
- Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
- Company-paid counseling for assistance with mental health, stress management, and work-life balance.
- Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
- Discounted Texas Rangers tickets for a proud visit to Globe Life Field.
Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At American Income Life, your voice matters.
