Handle inbound cancellation calls and outbound lapse recovery to retain life insurance policyholders. Assess needs, recommend solutions, document interactions, maintain product knowledge, and meet call center KPIs while providing empathetic, professional service.

Provide phone-based customer service to policyholders and third parties: explain policy coverage and claim status, process requests via calls, emails, and correspondence, maintain procedures and department call/time standards, and assist with claim payments.

Guide aspiring insurance agents through state licensing by managing a large pipeline, communicating requirements, maintaining MS Access records, making inbound/outbound calls, and updating supervisors and agency partners on progress and changes.