Client Retention Consultant at MLC Life Insurance

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

16 Jun, 26

Salary

0.0

Posted On

18 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Retention, Retention Strategy, Performance Analysis, Data Analysis, Coordination, Insight Generation, Risk Identification, Prioritization, Stakeholder Collaboration, Adviser Engagement, Reporting, Communication, Process Improvement, Life Insurance Products, RG146 Compliant

Industry

Insurance

Description

Are you committed to bringing your best to life every day? At Acenda, we draw on over 135 years of heritage to empower a brighter future with security and confidence. Our values-driven business strives for high performance and growth as we look towards the future. As part of the global Nippon Life Group, we will enhance our capabilities and further strengthen our enduring commitment to putting customers at the heart of everything we do. And to support our partners to do the same. We believe that when people have the support, clarity, and confidence they need, they can do their best work and build a future they’re proud of. We encourage our people to take life on – inside and outside of work – to grow and make a real impact for our customers, partners, and each other. The role Reporting into the Senior Manager, Retention Strategy and Performance, the Client Retention Consultant is a newly created role within the Value Retention and Customer Experience team. In this role, you will work closely with our Client Retention Managers to support advisers to retain customers within their book. You will provide critical coordination, insight, and analytical support that enables effective adviser engagement and helps deliver positive customer retention outcomes. Your role is broad and varied, with a strong focus on identifying at‑risk customers, prioritising retention opportunities, and supporting the execution of targeted retention actions. By partnering with Client Retention Managers, you will help ensure advisers are equipped with timely, relevant information to support meaningful customer conversations and long‑term value. You will also play a key role in supporting the Head of Value Retention in shaping and delivering the Adviser Retention Strategy through collaboration with internal stakeholders. Key responsibilities · Support Client Retention Managers with the coordination and execution of adviser‑led retention activities · Analyse customer and adviser book data to identify at‑risk cohorts and prioritise retention opportunities · Conduct research and prepare insights to support adviser engagement and retention strategies · Develop and maintain retention performance reporting to inform decision‑making and adviser conversations · Support proactive and personalised adviser outreach activities, ensuring actions are timely and well‑coordinated · Assist with adviser communications and retention‑related materials · Contribute to continuous improvement of retention processes, reporting, and tools About you You are an experienced Client Retention Consultant with 5+ years’ experience in the retention space and a strong understanding and working knowledge of life insurance products, whilst being RG146 compliant. You can leverage your product knowledge to support commercial and retention strategies, helping to retain high‑value and high‑risk customers within adviser books. You are analytically minded and comfortable using data and insights to support prioritisation and effective retention actions. You are organised, detail‑focused, and collaborative, with the ability to work closely with Client Retention Managers and internal stakeholders to support adviser engagement and customer outcomes. Bringing our best to life - why join us? · We do work that makes a genuine difference to our customers, partners and community. · We have a supportive, inclusive and flexible team culture, including hybrid working. · We support your growth and development, and careers across our business units and teams that are as unique as our people. · We reward and celebrate our successes, through our incentive and recognition programs. · We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave. · We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our Reconciliation Action Plan and sustainability commitments. We celebrate the diversity of our customers and community, and we embed diversity, equity, inclusion, and belonging into how we do business. We encourage applications from people of all backgrounds, cultures, experiences, and identities. Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.

Responsibilities

The Consultant will support Client Retention Managers by coordinating retention activities, analyzing data to identify at-risk customers, and preparing insights to drive engagement strategies. Key duties include developing performance reporting and supporting proactive outreach to ensure timely and coordinated retention actions.