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 the training and development of all new conservation representatives and will provide continuing education to current representatives.  The Call Center Trainer will monitor and report the effectiveness of employee training to ensure that all call center representatives are properly equipped with the knowledge and tools that are necessary for their success.  The Call Center Trainer must keep abreast of all new products and changes within the company to keep the representatives up to date on all relevant information. Floor responsibilities will include helping Representatives sign onto their computers, monitoring their calls and checking with them throughout on the job training.

This is a remote / work from home position.

What You Will Do:

• Make updates to the training curriculum as needed and design changes to continuously improve its content and effectiveness.
• Provide on-the-job training on all products and services associated with the Customer Retention Call Center, including sales techniques, use of computers and software, interpersonal skills, quality & process issues, and product knowledge.
• Conduct continuing education for current employees.
• Ensure that all new hires complete mandatory surveys and testing.
• Assign all new hires a workstation and set up user profiles on company PCs.
• Assist supervisors in working with representatives needing extra assistance to meet standards.
• Meet with managers and supervisors regularly to stay informed about any changes in policies, procedures, regulations, business initiatives and/or technologies.
• Submit new hire security tickets to ensure access is granted timely.
• Help to motivate and maintain a positive environment amongst all employees.
• Audit live phone calls to identify training opportunities and conduct group and one-on-one coaching sessions as needed.
• Participate in user testing of all new application systems before implementation in the Customer Retention Call Center.
• May assist with taking/making calls as needed based on departmental call volumes.
• Troubleshoot any computer or phone problems for new hires.

What You Can Bring:

• High school diploma or equivalent.
• 2+ years of prior training/teaching experience and/or combination of experience and education.
• Prior customer service experience in an insurance setting a plus.
• Must be familiar with products of all of the Globe Life And Accident Companies.
• Have a strong working knowledge of all types of Customer Retention programs (i.e., CSE, Letter Writer, Mainframe, eService/Citrix, Conservation Screen, etc.).
• Have a positive and energetic outlook while working with new hires.
• Strong and adaptable communication skills based on the learning method that works best for the new Representative.
• Know when to escalate issues to Management’s attention.
• Excellent oral and written communication skills with the ability to write clear and concise instructions and complete routine reports and correspondence.
• Excellent organizational skills.
• Proficient in MS Office and PC skills.
• Ability to speak effectively before groups of employees. 
• Must have the ability to give honest and productive feedback.
• Able to function independently in a multi-task environment, as well as part of a team.
• Strong planning and organizational skills.
• Proven presentation/facilitation skills.

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 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.