Customer Service and Retention Agent

5 months 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**:

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