Customer Retention Specialist

Customer Retention Specialist

6 Month Contract with Strong Potential for Conversion Hybrid | Zionsville, IN

About the Opportunity

We're looking for two Customer Retention Specialists to join a growing financial services team focused on delivering an exceptional client experience during one of the most important moments in a customer's journey.

In this role, you'll proactively engage annuity customers as they approach key contract milestones, helping them understand their options, answering questions, and ensuring they have the information needed to make informed decisions. While this is not a sales position, success comes from building trust, listening carefully, and educating customers in a way that creates confidence.

If you enjoy helping people, solving problems, and turning difficult conversations into positive experiences, this is an opportunity to make a meaningful impact while building a career within a respected financial services organization.

What You'll Do

• Proactively reach out to financial advisors and customers through phone and email regarding annuity contracts approaching maturity.
• Educate customers on available contract options while remaining compliant with company guidelines.
• Build rapport with customers and uncover their goals through thoughtful, consultative conversations.
• Handle inbound responses from customers you've previously contacted, including addressing questions and resolving concerns.
• Document customer interactions accurately and maintain detailed records within internal systems.
• Partner closely with operations and processing teams to ensure contracts move efficiently through the appropriate workflow.
• Monitor follow-up activities and manage multiple customer conversations simultaneously.
• Assist the broader customer contact team during periods of increased call volume when needed.

What Makes Someone Successful

• Outstanding communication and active listening skills.
• Ability to remain calm, empathetic, and professional during challenging customer conversations.
• Strong organizational skills with excellent attention to detail.
• Comfortable managing multiple priorities throughout the day.
• Naturally curious, patient, and solution oriented.
• Self-motivated with the ability to work independently while collaborating with a close-knit team.
• Passion for creating a positive customer experience.

Preferred Qualifications

• Experience in a customer service, customer success, client services, retention, banking, insurance, financial services, or contact center environment.
• Experience handling high-volume phone interactions with professionalism and confidence.
• Financial services or annuity experience is a plus, but not required.
• Ability to quickly learn new systems, products, and processes.

Training & Development

You'll receive comprehensive onboarding and training that includes company systems, product knowledge, customer engagement best practices, and hands-on coaching before managing customer interactions independently.

Why Join Us?

• Opportunity to join a growing financial services organization.
• Meaningful work helping customers navigate important financial decisions.
• Collaborative and supportive leadership team.
• Hybrid work environment.
• Six month contract with strong potential for long-term employment based on business needs and performance.
• Opportunity to develop valuable experience within the annuity and financial services industry.