CONSERVATION/REINSTATEMENT SPECIALIST

We are seeking a highly motivated and customer-focused Virtual Reinstatement & Conservation Specialist to join our team. In this role, you will work remotely to engage with clients whose accounts or policies are in jeopardy of being canceled or have already lapsed. Your main responsibility will be to work diligently to reinstate policies and conserve business by addressing client concerns, providing tailored solutions, and fostering long-term relationships. You will act as a liaison between the company and the client to ensure the business is reinstated, renewed, and maintained.

Key Responsibilities:
Client Outreach & Engagement

-Proactively reach out to clients with lapsed or canceled accounts to discuss reinstatement options.
-Initiate and maintain regular communication with clients via phone, email, and virtual meetings.
-Understand clients' needs, identify issues that led to cancellations, and provide clear, actionable solutions.
-Reinstatement Process Management

-Work closely with internal teams to ensure the timely processing of reinstatement requests.
-Guide clients through the reinstatement process, ensuring they understand the necessary steps, documentation, and timelines.
-Ensure all policy reinstatements adhere to company guidelines and regulatory requirements.
-Problem Resolution & Customer Support

-Provide exceptional customer service by resolving issues or concerns that may have contributed to cancellations.
-Troubleshoot and address client complaints in a professional and timely manner.
-Offer additional products or services that may address client needs and help retain business.
-Retention Strategies & Conservation Efforts

-Implement conservation strategies to prevent cancellations and maintain the client base.
-Analyze account data to identify trends and proactively reach out to at-risk clients.
-Collaborate with the sales and customer support teams to identify opportunities for account retention.
-Documentation & Reporting

-Maintain accurate and up-to-date records of client interactions, reinstatement requests, and outcomes.
-Submit regular reports on reinstatement and conservation efforts, including success rates and areas for improvement.
-Ensure that all communication and documentation comply with company policies and industry regulations.
-Cross-functional Collaboration

-Work closely with the underwriting, customer service, and sales teams to ensure the best possible outcomes for the client.
-Stay informed about new products, policies, and services to offer relevant solutions to clients.

Key Skills & Qualifications:
Experience:
-Minimum of 2 years of experience in customer service, account management, or a similar role.
-Previous experience in policy reinstatement, conservation, or retention (preferably in insurance or financial services) is a plus.
Communication:
-Excellent verbal and written communication skills with the ability to build rapport and trust quickly.
-Strong listening and problem-solving skills.
-Technical Skills:
-Proficient in using CRM systems, Microsoft Office Suite (especially Excel and Word), and virtual communication tools (Zoom, Microsoft Teams, etc.).
-Ability to learn and adapt to new software or systems quickly.