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Supports key insurance accounts by addressing production, recruiting, onboarding, appointment, activation, and portal issues. Tracks and communicates performance metrics, coaches agents on sales fundamentals, mentors recruiting leaders, and delivers webinars and in-person seminars. Partners with licensing, operations, technology, and compliance teams to resolve field issues, document solutions, and improve agent readiness and production. This is a remote role requiring travel for training, seminars, and meetings.

Provide bilingual (English/Spanish) phone and email support to policyholders and agents: answer/return calls, resolve complaints, process requests, scan/index documents to OnBase, mail outgoing correspondence, monitor fraud trends, assist investigations, complete assigned projects, and participate in ongoing product/process training.

Handle inbound cancellation calls and outbound lapse-recovery contacts to retain life insurance policyholders. Assess situations, recommend solutions, document interactions, maintain product knowledge, adapt communication bilingually (English/Spanish), and meet call center KPIs for retention, quality, and attendance in a remote environment.