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Retentions Specialist

3 weeks ago

Sydney, Australia B & K Consulting Full time

We are working with one of the Life Industry's leading Insurers, a multi award winner, and an institution that places their customers at the heart of everything they do.

The retention specialist role plays a critical role in educating the customer base and helping to implement "objection handling" techniques, which will help to cement customer relationships and satisfaction.

**Role Purpose and Summary;***
The primary function of this role will be to deliver exceptional customer service over the phone with the aim of
deepening customer loyalty, advocacy, satisfaction and retention.

**Key Accountabilities**
- **Quality Assurance**:

- Ensure compliance to all legislation, policy and procedure and codes of conduct.
- **Customer service -** Complete inbound and outbound calls to clients and address their needs, complaints, or other issues with products as required. Proactively engage via various channels to ensure customer education is supported, cancellation concerns are addressed and customer satisfaction is increased.
- **Problem solving -** Have quality customer discussions to uncover the core reason the customer is looking to discharge their policy, with outcomes structured around to add value and benefit while retaining the customer relationship.
- **Negotiation -** Utilise proactive persuasive/retention skills to turn requests for disconnection into saves or opportunities.

**Key Responsibilities**
- **Communication -** Engaging in active listening with customers, confirming or clarifying information and dealing with difficult phone calls, as required.
- **Stakeholder management -** Building lasting relationships with clients and other call centre team members based on trust and reliability.
- **Continuous Improvement -** Taking part in training and other learning opportunities to expand knowledge of company and position.
- **Delivery focus -** Understanding and striving to meet or exceed all metrics and KPIs while providing excellent consistent customer service.

**About you;***
- Strong commitment to providing exceptal customer service over the phone
- Well-honed communication skills, and an ability to build and maintain strong customer relationships
- Knowledge of the Life Insurance industry would be highly regarded
- 1+ years experience in a retentions focused role, ideally in the Insurance industry
- Demonstrated experience in front office call centres, administrative or customer service role.
- Ability to use tact, diplomacy and negotiating skills when handling difficult customers to achieve a positive outcome.
- Ability to develop and maintain positive working relationships with internal stakeholders.
- Organisation and time management skills to establish priorities and meet deadlines.