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About the Role
As a Retention Agent, you'll help customers keep their life insurance policies active by retrieving failed payments and preventing unnecessary cancellations. You'll use empathy, strong communication, and problem-solving skills to support families when they need it most.
Responsibilities
- Speak with existing life insurance customers whose premiums have failed or policies are at risk of cancellation
- Recover missed payments and work to retain the customer's policy
- Understand and respond to each customer's unique situation with empathy and care
- Educate customers on the importance of continued coverage and the options available
- Maintain accurate records and follow regulated scripts and processes
- Work towards individual and team retention goals in a supportive, call centre environment
Requirements
- Strong customer service background, ideally in a contact centre or financial services environment
- Excellent verbal communication and active listening skills
- High emotional intelligence, able to connect, de-escalate and problem-solve
- Resilience: calm and professional under pressure, even in challenging conversations
- A team-first mindset with a focus on doing the right thing for the customer
Skills
- Empathy
- Strong communication
- Problem-solving
- Active listening
- High emotional intelligence
- Resilience
Location
- Sydney CBD (Barangaroo)
Work Type
- Full-time
Salary/Compensations
- $70,000 + Super
Benefits
- Free lunch on Wednesdays and Fridays
- Central Barangaroo location
- Structured training and support
- Welcoming, high-energy team environment
About the Company
- Neilson is dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.
- The business was launched in the UK in 2012 and has evolved into an award-winning international operation and leader in the global life insurance market.
- Neilson has offices in the USA, Canada, Ireland, and Australia and New Zealand.
Equal Opportunity
- 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.
- 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.