Customer Service and Retention Agent

2 weeks ago

Sydney, Australia Neilson Financial Services Full time

**Company Description**
At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.

Neilson is a leading provider of innovative, simple and great-value direct life insurance products.

We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia.

Customer Service and Retention Agents are responsible for providing outstanding customer experience across all customer service, claims and customer retention activities. Through excellent communication skills, Customer Service and Retention Agents handle a wide range of customer queries, predominantly through inbound and outbound calls.

Customer Service and Retention Agents are required to have an excellent attention to detail, and solution focused approach to deliver excellent outcomes for customers.

**Duties & Responsibility**
As Customer Service and Retention Agents, your primary responsibilities will include:

- Acting as the customer-facing contact point for claims administration and enquiries.
- Receiving and attempting to resolve customer complaints upon first contact, escalating where required.
- Conducting customer service and retention tasks such as updating policy details, handling requests to change cover, dealing with cancellation requests, and attempting to retain customers who have missed payments.
- Effectively empathizing with customers and handling objections and queries confidently to ease any uncertainty or concerns.
- Maintaining accurate customer records and complying with regulatory requirements on all matters.
- Adhering to processes and procedures for all service-related matters and escalating breaches as appropriate.
- Contacting customers to remediate failings identified by Neilson’s quality assurance team or as a result of an incident.
- Attending and contributing within call calibration sessions, designed to develop and share knowledge and best practice.
- Meeting required targets for productivity and quality, contributing positively towards team performance. Promoting effective communication within the team and with internal stakeholders.

**Qualifications**
- A background working in a customer-facing role within a financial services firm, or extensive experience in a customer service role.
- Excellent communication, interpersonal, and customer service skills with a demonstrated ability to correspond with customers to a high standard, both verbally and in writing.
- Awareness of what constitutes excellent customer service and knowledge of processes used to deliver such service.
- A good understanding of financial products and some knowledge of Australian financial regulations.
- Intermediate computer skills (Microsoft Office).

**Attributes**
- Strong attention to detail.
- Ability to show empathy and a desire to go above and beyond for customers.
- Ability to operate well under pressure and within a target-driven environment.
- Ability to multitask effectively whilst maintaining a high level of quality and service.
- Willingness to embrace change in a fast-paced environment. Passion for delivering outstanding service.

**Additional Information**
If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you

**Accessibility for Job Applicants**:
**Equal Opportunity Employer**:

  • Customer Care and Retention Manager

    2 weeks ago

    Sydney, Australia Neilson Financial Services Full time

    **Company Description** At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. Neilson is a leading provider of innovative, simple and great-value direct life insurance products. We have evolved from our origins in the UK, where the business was launched in 2012, to become...

  • Customer Care and Retention Manager

    5 days ago

    Sydney, New South Wales, Australia Neilson Financial Services Full time

    Company DescriptionAt Neilson, we're dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.Neilson is a leading provider of innovative, simple and great-value direct life insurance products.We have evolved from our origins in the UK, where the business was launched in 2012, to become an...

  • Customer Care and Retention Manager

    5 days ago

    Sydney, New South Wales, Australia Neilson Financial Services Limited Full time

    At Neilson, we're dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.Neilson is a leading provider of innovative, simple and great-value direct life insurance products.We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international...

  • Agent Services

    2 months ago

    Sydney, Australia Recruit and Consult Full time

    $65,000 - $75,000 - Monday - Friday role, no car required - Be part of a luxury Real Estate brand in growth mode **A little bit about the company**: Do you feel stale in your current role with no opportunity to grow your skills, salary and responsibilities? We have the perfect role for you to enhance your skills and see your Real Estate career take off. Be...

  • Customer Retention Manager Retail Banking

    3 days ago

    Sydney, Australia Bendigo and Adelaide Bank Full time

    Customer Retention Manager | Retail Banking **Your new role with Bendigo Bank is just a few clicks away.** Position description: PD - Customer Retention Manager.pdf Closing date: Wednesday, 8th May 2024 In Retail Banking our customers are at the forefront of everything we do, and our promise is to help customers improve their financial wellbeing and as...

  • Customer Service Agent

    1 month ago

    Sydney, Australia Svetness Full time

    We are seeking a highly motivated and customer-oriented Customer Service Agent to join our team. As a Customer Service Agent, you will be responsible for providing exceptional customer service to our clients, resolving their inquiries, and ensuring their satisfaction with our products and services. **Responsibilities**: Manage and resolve customer...

  • Customer Service Agent

    6 days ago

    Sydney, New South Wales, Australia Intercruises Shoreside & Port Services Full time

    Customer Service Agent - Cruise TerminalLocation: Sydney, AustraliaBusiness Sector: TUI Musement - Intercruises Shoreside & Port ServicesContract Terms: Casual/Seasonal (hourly rate)Do you want to work in a stunning location with panoramic views of the Sydney Opera House, Sydney Harbour Bridge and Circular Quay? How about working with world famous brands...

  • Customer Retention Manager Retail Banking

    6 days ago

    Sydney, New South Wales, Australia Bendigo and Adelaide Bank Full time

    Customer Retention Manager | Retail BankingYour new role with Bendigo Bank is just a few clicks away.Position description: PD - Customer Retention Closing date: Wednesday, 8th May 2024In Retail Banking our customers are at the forefront of everything we do, and our promise is to help customers improve their financial wellbeing and as Customer Retention...

  • Agent Services

    6 days ago

    Sydney, New South Wales, Australia Recruit and Consult Full time

    $65,000 $75,000 Monday Friday role, no car required Be part of a luxury Real Estate brand in growth modeA little bit about the company:Do you feel stale in your current role with no opportunity to grow your skills, salary and responsibilities? We have the perfect role for you to enhance your skills and see your Real Estate career take off. Be part of a team...

  • Customer Service and Retentions

    5 days ago

    Sydney, New South Wales, Australia Mayday Recruitment Full time

    Fun vibrant team, with a very social culture where success is celebrated Permanent role full time role Salary $6,350 + Super + 9.5% shift loadingMAYDAY is delighted to be recruiting for a Customer Service Consultant / Retentions for a large Australian health insurer, currently going through a period of growth. This is a fantastic opportunity for people with...

  • Customer Service Agent

    6 days ago

    Sydney, New South Wales, Australia Citrus Group Full time

    Our client leads the future of security in Australia through their unique style of operation, their strategic platform of Human Intelligence and their focus on providing progressive and more secure futures for all. We are currently seeking an experienced Customer Service Agent to join their team based in West Ryde. As an Customer Service Agent, you will be...

  • Customer Retention Specialist

    4 weeks ago

    Sydney, Australia Resolution Life Full time

    Customer Retention Specialist **At Resolution Life, we're proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We're making an impact worldwide** Resolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies....

  • Customer Retention Specialist

    3 weeks ago

    Sydney, Australia Resolution Life Full time

    Customer Retention Specialist **At Resolution Life, we're proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We're making an impact worldwide** Resolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies....

  • Customer Retention Specialist

    3 weeks ago

    Sydney, Australia Resolution Life Full time

    Customer Retention Specialist **At Resolution Life, we're proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We're making an impact worldwide** Resolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies....

  • Customer Retention Specialist

    6 days ago

    Sydney, Australia Resolution Life Full time

    Customer Retention Specialist At Resolution Life, we're proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We're making an impact worldwide Resolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies. With...

  • Customer Retention Specialist

    3 weeks ago

    Sydney, Australia Resolution Life Full time

    **At Resolution Life, we're proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We're making an impact worldwide** Resolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies. With assets of $31 billion and...

  • Customer Retention Specialist

    3 weeks ago

    Sydney, Australia Resolution Life Full time

    **At Resolution Life, we're proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We're making an impact worldwide** Resolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies. With assets of $31 billion and...

  • Customer Retention Specialist

    6 days ago

    Sydney, New South Wales, Australia Resolution Life Full time

    Customer Retention Specialist At Resolution Life, we're proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We're making an impact worldwideResolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies. With...

  • Customer Retention Specialist

    4 weeks ago

    Sydney, Australia Resolution Life Full time

    At Resolution Life, we’re proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We’re making an impact worldwide Resolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies. With assets of $31 billion and...

  • Customer Retention Specialist

    6 days ago

    Sydney, New South Wales, Australia Resolution Life Full time

    Customer Retention SpecialistAt Resolution Life, we're proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We're making an impact worldwideResolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies. With...