RETENTION AGENT

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.
In this role, you will also 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 company’s 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.
• Take the time to 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.