Renewals Analyst

Description

Job Summary: The Renewals Expert is essential for maintaining and strengthening relationships with insured individuals, ensuring their continued engagement and satisfaction with Koltin’s services. Key Responsibilities: 1. Maintain and strengthen relationships with insured individuals 2. Combine sales, negotiation, and communication skills 3. Provide empathetic and effective customer service **About Us:** At Koltin, we are redefining how we care for our parents, grandparents, and elders—helping them stay healthy, active, and independent for as long as possible. We do this through our health memberships, which include: * Clinical care focused on prevention * Major medical expense coverage * Wellness and community programs We are the first company in Mexico dedicated to protecting older adults aged 50 to 84. We are growing rapidly across the country, driven by a clear purpose: transforming the healthcare experience for Older Adults—making it more human, accessible, and dignified. **About the Role** The Renewals Expert plays a critical role in maintaining and strengthening relationships with our insured members, ensuring their continued engagement and satisfaction with our services. As our membership base grows, renewals become a key driver of our future success. This role combines sales, negotiation, active listening, and effective communication skills—along with a consultative approach to advising and delivering exceptional service. It requires close, ongoing interaction and follow-up with our insured members, ensuring their loyalty and successful renewal of their Koltin membership. **You’re a great fit if you:** * Have experience in sales and/or retention of medical insurance customers—whether in-person, via phone, or chat. * Excel at handling objections, turning rejections into opportunities. * Possess excellent verbal and written communication skills, clearly and persuasively explaining the benefits of an insurance policy or product. * Are analytical and results-oriented, using metrics and data to improve strategies and optimize renewals. * Are resilient and proactive, managing multiple tasks in a dynamic environment with a solutions-focused mindset. * Are available to work in-person at our offices in Colonia Roma, CDMX. * *Bonus if:* + You have knowledge of Mexico’s medical insurance sector: products, insurers, and regulations. + You are proficient with digital tools such as Google Sheets, customer service platforms (HubSpot, Zendesk, Salesforce), and payment gateways (Stripe, Toku, Mercado Pago). **Responsibilities:** * Achieve and exceed renewal and customer satisfaction targets, contributing to Koltin’s sustainable growth. * Deliver empathetic, solution-oriented, and effective service to customers approaching renewal. * Design and implement loyalty strategies to ensure the trust and loyalty of our insured members. * Increase customer satisfaction (CSAT). * Meet response time requirements defined in Service Level Agreements (SLAs). **Benefits:** Access to professional development tools and benefits—including courses, workshops, books, etc. Unlimited private telemedicine access (general practitioner, nutritionist, psychologist) for you and up to 3 family members Access to physical wellness tools (TotalPass) 9 additional personal leave days per year beyond statutory requirements Major Medical Expense Insurance Necessary equipment to perform your job Monthly stipend of $700 MXN added to your base salary One-time support payment of $2,500 MXN after the probation period