Retention Analyst

  • Company: MetLife
  • Location: Tampa, Florida
  • Posted: April 10, 2017
  • Reference ID: 52642-en_US

Job Location: United States : Florida : Tampa  



Makes outbound proactive calls to existing customers with the objective of conducting policy reviews and other customer retention activities. Resolves customer issues, addresses customer concerns, proactively communicates appreciation for the customer relationship..



  • Reaches out to customers to gauge customer satisfaction and proactively address any deviation from strong satisfaction with any of the owned MetLife products. Assists and directs to customer service center.
  • Acts as the customer’s advocate within MetLife to secure a resolution for the customer’s issue if one is present.
  • Acts as a subject matter expert on MetLife products that they are calling on for retention.  
  • Proactively attempts to retain customers looking to terminate coverage or cancel their policy. Interacts with several levels within the organization to resolve customer escalations. Investigates and resolves customer concerns while maintaining the highest standards of objectivity and integrity.
  • Establishes, maintains and fosters favorable relationships with internal and external customers.



Bachelor's degree preferred, High School Diploma required. 2-3 years of related experience preferred.



Global Technology & Operations





“At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.” 



MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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Requisition #: 52642 

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