Customer Engagement / Retention Specialist (Insurance)

Why this role exists
We’re expanding and need a phone-first pro to re-engage past clients, retain upcoming renewals, and surface cross-sell opportunities (homeowners, life, business, etc.). You’ll be the warm, human voice that moves clients from “maybe later” to “let’s quote today,” then hand off to licensed agents.

What you will own

- Win-backs: Call former clients, uncover blockers, and reactivate policies or set agent appointments.

- Cross-sell discovery: Identify additional needs and book quotes with licensed agents.

- Documentation: Clean, complete notes and dispositions in CRM for every touch.

Must-have
- Fluent English + Ukrainian + Russian; clear, confident phone presence.

- Proven outbound calling in retention/win-back/inside sales or account management (B2C preferred).

- Comfort with US business hours and scripted

- CRM experience

Preferred (but not required):

- Previous exposure to U.S.-based customer service or virtual sales roles.

Training & Tools Provided

- Internal Loom videos with step-by-step quoting and process tutorials.

- One-on-one guidance to ensure comfort with systems and scripts.

- A company-issued PC with pre-installed software for tracking and quoting.

- Setup for phone system integration 

Hours: 4:00–8:00 PM Kyiv (UTC+3), may be increased if possible
Growth Path: Promotion to Customer Support Team Lead in 3–6 months based on results

Compensation & incentives
- Hourly base for part-time (4 hours/day to start).

- Performance pay: per reactivated policy, per cross-sold line, and monthly target bonus.