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Call Center Customer Retention Representative in Nashville, TN at Acceptance Insurance

Date Posted: 11/20/2018

Job Snapshot

Job Description

Overview As a Call Center Customer Retention Representative, your role is focused on retaining our current policy holders via direct call programs designed to collect upcoming payments, lapsed policy payments and policy renewal payments. Responsibilities will include performing outbound phone calls and emails designed to contact customers and provide an easy, live platform for payments. This position reports to the Customer Service Manager and works closely with Customer Service Team to maintain Call Center Policies in Force.

As a Team Member at Acceptance Insurance, you will be part of growing organization that continues to evolve and positively impact the lives of our customers.


Acceptance Insurance offers a full line of benefits including: Health Insurance, Dental, Vision, Paid Vacation, Disability Insurance and Employer Matching 401(k) Program.


Company Overview:

We are principally a retailer, servicer and underwriter of non-standard personal automobile insurance based in Nashville, Tennessee. Our insurance operations actively generate revenues from selling non-standard personal automobile insurance policies and related products in 15 states. We currently conduct our servicing and underwriting operations in 13 states and are licensed as an insurer in 13 additional states.


Acceptance Insurance leased and operated 349 retail locations and a call center staffed with employee-agents. Our employee agents primarily sell non-standard personal automobile insurance products underwritten by us, as well as certain commissionable ancillary products. In most states, our employee-agents also sell a complementary insurance product providing personal property and liability coverage for renters underwritten by us. In addition, retail locations in some markets offer non-standard personal automobile insurance serviced and underwritten by other third-party insurance carriers for which we receive a commission. In addition to our retail locations, we are able to complete the entire sales process over the phone via our call center or through the internet via our consumer-based website or mobile platform. On a limited basis, we also sell our products through selected retail locations operated by independent agents. 


Learn more:

Visit us at



Acceptance Auto Insurance: Employment Application

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants are considered for position and are evaluated without regard to mental or physical disability, race, religion, sexual orientation, color, gender, national origin, age, marital status, military or veteran status or any other protected local, state or federal status unrelated to the performance of the work involved.

  • Completes scheduled Customer Retention Calls focused on policy payments, lapsed policy payments and policy renewals and notes activities for each in CRM program.
  • Back up to Customer Service/Claims when all call backs are completed.
  • Monitor email system.
  • Customer follow up requests for unsigned documents.
  • Review new policies to verify all proofs for discounts have been received.
  • Enter / upload policy information or documents into the AIM and Viewer systems.
  • Act as liaison between Call Center Sales Team and customer.
  • Communicate via email or phone with customers as needed.

Job Requirements

  • Ability to multi-task between phone and email requests using multiple systems.
  • Demonstrated ability and desire to reach out to policy holders with requests.
  • Able to understand policy and procedures and willingness to follow each.
  • Ability to learn multiple web-based and company customer service systems
  • Type 45+ wpm
  • Efficient with AS400 (Mocha) billing system
Years of Experience Requirements

  • 1-2 years as Customer Service Representative
Education Requirements

  • A high school diploma or general equivalency degree G.E.D.
Competencies Required

  • Language Skills: Must be able to fluently communicate, both written and verbal in English
  • Obtaining Information: Ability to observe, receive and otherwise obtain information from all relevant sources
  • Deductive Reasoning: Must possess the ability to apply general rules to specific problems to produce answers that make sense
  • Complex Problem Solving: Ability to identify complex problems, identify process outliers and review related information to develop, evaluate and implement creative solutions
  • Cooperation: Job requires being pleasant with others and displaying a good-natured, cooperative attitude with the ability to build strong relationships across the organization and with our partners.
  • Adaptability/Flexibility: Job requires being open to change and open to considerable variety within a fast paced work environment
  • Dependability: Job requires being reliable, responsible and dependable fulfilling all job related obligations
  • Independence: Must be able to work on his/her own and willing to make decisions
  • Other Skills and Abilities: Excellent communication (both written and verbal), time management and interpersonal skills


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