Retention Agent

Join to apply for the Retention Agent role at Neilson Financial Services

Location: Sydney CBD (Barangaroo)

Base Salary: $65,000 + Bonuses + Super

On-Target Earnings: $78,000 – $91,000 in your first year (excluding Super)

At Neilson Financial Services Australia, we're passionate about helping families protect what matters most with a range of life and funeral insurance options. We launched in Australia in October 2024 with our first product, and in just a year we've launched 2 additional products and grown to a team of over 100 people.

While our story began in the UK in 2012, Neilson has since expanded to become an award-winning international provider of life insurance, with offices in the UK, USA, Canada, Ireland, and here in Sydney, Australia. Our local growth is only just beginning, and we're excited to keep building our Australian team as part of a trusted global business.

Role Overview

As a Retention Agent, you will be the frontline advocate for our customers, playing a critical role in helping them maintain the protection they need. By taking the time to understand each customer's financial situation and concerns, you'll provide tailored solutions that support their circumstances and help keep their policies in force. Your focus will be on delivering positive outcomes through empathy, clear communication, and effective problem-solving. You will ensure that every interaction reflects our commitment to quality and compliance, while building trust and strengthening customer loyalty. By offering more suitable payment options, addressing concerns early, and promoting the value of our products, you'll contribute directly to our goals for customer satisfaction, retention, and long-term growth.

What You'll Be Doing

• Engage with customers over the phone to understand their concerns and resolve issues.
• Proactively identify reasons for potential cancellations and offer tailored, more suitable payment or policy solutions.
• Understand each customer's financial situation and provide positive, practical options that help them maintain coverage.
• Support customers in keeping their policies active through effective communication, empathy, and problem-solving.
• Maintain a strong focus on quality assurance by ensuring interactions are compliant, accurate, and consistently reflect company standards.
• Educate customers about our products, services, and value propositions.
• Document all customer interactions accurately in our CRM system.
• Meet individual and team targets for retention rates and customer satisfaction.
• Work collaboratively with other departments to ensure seamless service delivery.

What We're Looking For

• Previous experience in a call centre or customer service role (retention experience preferred).
• Strong negotiation, empathy, and problem-solving skills.
• Excellent communication skills, both verbal and written, with the ability to simplify complex information.
• Ability to remain calm under pressure and handle objections effectively.
• Awareness of compliance and quality assurance requirements, with a commitment to accurate record-keeping.
• Proven ability to meet or exceed performance metrics.
• Proficiency with CRM software and Microsoft Office Suite

What We Offer

• Free lunches – enjoy your lunch on us every Wednesday and Friday
• Celebrating success – Quarterly recognition awards for outstanding performance and our end-of-year gala with a $5,000 grand prize draw
• Barangaroo location – navigate the area during breaks and enjoy local amenities
• No experience required – structured training to set you up for success, with drive to hit results
• Clear career progression – potential promotions within the first year with salary increases
• Generous bonus structure – monthly bonuses rewarding progression and improvement
• Welcoming and diverse team culture – high-performing, supportive environment

What To Expect From The Interview Process

Our process is designed to give you a real feel for the role and help us understand your strengths:

• 15-minute video call with a member of our recruitment team
• One-hour in-person interview at our Barangaroo office, including:
• The chance to meet current Retention Agents to learn about a day-in-the-life and ask questions
• A short script reading exercise
• A competency-based interview

We encourage you to come prepared with questions. If you are passionate about making a difference, you thrive in a fast-paced and entrepreneurial environment and want to be part of a high-performing team, we'd love to hear from you

Working Hours & Location

This is a full-time, office-based role in our Barangaroo office, Monday to Friday. You'll work on a rotating roster of shifts between 7:00 am and 7:00 pm, with shifts allocated by the business to ensure fairness across the team.

What This Means For You

• No weekend work — Saturdays and Sundays are always free.
• No late-night shifts — all rosters finish by 7:00 pm.
• A fair and structured schedule, with shifts shared evenly across employees.
• Predictable, full-time hours in a central CBD location.

Accessibility For Job Applicants

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.

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