Retention Officer (Final Expense)

Prime BPO is seeking a dedicated Retention Officer specialized in Final Expense policies to join our team. The ideal candidate has a minimum of one year experience in closing or retaining clients within a Final Expense campaign. This role focuses on maintaining strong customer relationships, effectively handling objections, and negotiating to ensure customer satisfaction and retention. The Retention Officer must demonstrate excellent verbal communication, active listening, and problem-solving capabilities. This position requires the ability to perform well under pressure and a thorough understanding of insurance policy and claims processing relevant to Final Expense products. Candidates who are regular students are not eligible for this role. The Retention Officer works closely with clients to manage retention efforts, resolve conflicts, and ensure continuous engagement. This role does not involve managing a team but requires collaboration with other departments to achieve retention goals. The Retention Officer acts as a key liaison between the company and policyholders, striving to maximize customer loyalty and reduce churn in a highly regulated insurance environment.
Responsibilities

Reach out to policyholders to discuss their Final Expense insurance policies and address concerns that may lead to policy lapses or cancellations.
Conduct retention calls focused on closing retention deals while ensuring customer satisfaction and compliance with company policies.
Manage customer relationships by actively listening and empathizing with client needs and resolving conflicts effectively.
Handle complex objections with strong negotiation skills to retain customers and prevent policy cancellations.
Process insurance claims information accurately and assist customers in understanding their entitlements and policy benefits.
Maintain detailed and accurate records of retention efforts, customer interactions, and claim statuses using Customer Relationship Management (CRM) systems.
Collaborate with other departments, such as underwriting and claims processing, to resolve issues impacting customer retention.
Stay updated on Final Expense insurance policy knowledge to provide accurate information to customers and enhance retention strategies.
Meet or exceed retention targets and performance metrics set by the company while adhering to quality and compliance measures.
Identify trends in customer feedback or concerns and recommend improvements to retention strategies or campaign processes.

Skills

Customer Relationship Management Claims Processing Communication Skills Problem Solving Conflict Resolution Insurance policy knowledge Negotiation Skills Insurance Claims Processing CUSTOMER RETENTION TECHNIQUES Objection Handling Active Listening Compliance Awareness

Job Details

Total Positions:

1 Post

Job Type:

Full Time/Permanent

Job Location:

Rawalpindi, Pakistan

Gender:

No Preference

Minimum Experience:

1 Year

Apply Before:

Sep 19, 2026

Posting Date:

Aug 18, 2026

Prime BPO

· 1001-1500 employees - Rawalpindi

Prime BPO & Telecommunications is a Business Process Outsourcing company that was established in 2015. The company has a clear vision to be the market leader and provide outstanding quality customer service for all our new and existing clients. The company stands better and is different with its employment and employees' personal development plan.