Client Retention Specialist

BEST DOCTORS INSURANCE SERVICES LLC • FL

113d

About The Position

The Client Retention Specialist is responsible for leading and managing retention strategies that ensure high client renewal rates within the international health insurance segment. This role involves direct communication with agencies, agents and clients, proactive follow-up on pending renewals, and coordination of payment and policy management efforts. The position is also accountable for meeting key performance indicators (KPIs), including retention rate targets, timely follow-up metrics, and premium collection performance. This role plays a critical part in ensuring that the organization’s retention ratio is maintained or exceeded in line with business expectations.

Requirements

• College degree or equivalent, plus 4 years of relevant experience.
• 3–4 years of experience in customer service, sales, or collections.
• Additional experience in international insurance (IPMI) is required.
• Trilingual: Fluent in Portuguese (required), Spanish, and English (spoken and written).
• Strong interpersonal, negotiation, and influencing skills, with a commercial mindset and client-focused approach.
• Demonstrated ability to develop and apply strategic solutions in complex renewal scenarios, including high-sensitivity cases.
• Proven track record of working under pressure, meeting deadlines, and consistently achieving performance goals.
• Self-driven and results-oriented, with the ability to work independently and take initiative to meet retention objectives.
• Skilled in managing multiple priorities, with strong organizational, multitasking, and follow-up capabilities.
• Effective in both individual and team environments, with a collaborative attitude and proactive communication style.
• Capable of monitoring KPIs and using performance data to adjust strategies and improve retention outcomes.
• Proficient in Microsoft Outlook, Word, Excel, and Microsoft 365 Copilot (intermediate level).

Responsibilities

• Manage the retention process for assigned client portfolios, focusing on maximizing renewal outcomes and maintaining high retention ratios.
• Lead and execute the Three-Month Retention Strategy, ensuring consistent engagement and follow-up throughout the renewal cycle.
• Send monthly pending renewal reports to agencies and agents, requesting updates on payment status and renewal intentions for each policy.
• Conduct Direct Courtesy Calls to clients (with agent authorization) to provide accurate information on policy details, benefits, and payment options, aiming to secure renewals.
• Handle complex renewal cases with a high degree of sensitivity and strategic insight, applying tailored solutions to overcome objections and ensure continuity of coverage.
• Collaborate with internal teams to align retention efforts with broader business goals and ensure seamless execution of renewal strategies.
• Collect and report client feedback regarding service quality, contributing to continuous improvement initiatives across service and operational processes.
• Monitor daily progress using Power BI Retention reports, ensuring alignment with individual and team KPIs, including retention rate targets and premium collection metrics.
• Update visual progress boards (MS Teams Chat) daily to track performance and maintain transparency across the team.
• Record all call attempts and document conversations when contact is made, ensuring accurate tracking and follow-up.
• Process premium payments via credit card or checking account, including handling multiple cards when required by country-specific banking regulations.
• Support the implementation of premium cap programs and other retention tools designed to enhance client satisfaction and renewal success.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees