Retention Officer (Final Expense) - Night Shift

About the role

PRIME BPO is hiring Retention Officers for its Final Expense campaign, working full-time on a night shift (10 hours) in an office setting in Satellite Town, Rawalpindi. The position suits candidates with Final Expense experience who have strong communication, objection handling and customer retention skills. Walk-in interviews are held Monday to Friday between 7:00 PM and midnight.

Key responsibilities

• Handle inbound and outbound retention calls for Final Expense policyholders.
• Identify at-risk clients and apply retention strategies to prevent cancellations and lapses.
• Build relationships with policyholders through empathy, professionalism and active listening.
• Address customer concerns and objections while reinforcing the value of their coverage.
• Use proven retention and closing techniques to maximise policy persistency.
• Meet and exceed daily, weekly and monthly retention targets.
• Maintain accurate records of customer interactions and outcomes in the CRM system.
• Ensure compliance with campaign guidelines, company policies and industry regulations.
• Collaborate with supervisors and team members to improve retention performance and customer satisfaction.

Required profile

• Minimum 6 months of experience in a Final Expense campaign.
• Excellent verbal communication and active listening skills.
• Strong objection-handling and negotiation abilities.
• Proven ability to retain customers and perform under pressure.
• Regular students are not eligible; the applicant level is Senior.

What we offer

• Basic salary of 100K with uncapped bonuses.
• Additional incentives and rewards, training allowance and medical benefits.
• Gym and salon membership, free meals, coffee and tea.
• 12-16 paid leaves annually.
• Career advancement opportunities.