Customer Retention Specialist

at  Resolution Life

At Resolution Life, we’re proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We’re making an impact worldwide
Resolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies. With assets of $31 billion and 1.5 million customers, Resolution Life are providing existing customers with life insurance, super and investments.
Why us?
Our platform vision is to be the leading in-force specialist life-insurer in Australasia by 2024, by being customer-obsessed and data-driven.
We are one of the first life insurers globally to operate in an entirely Enterprise Agile environment. The strategic priorities of the platform are focused on ensuring the business is future-fit and sustainable, and to grow through bolt-on acquisition of in-force portfolios. We are guided by core behaviours that inform the way Resolution Life team members show up each day and interact with others.
The Opportunity
The purpose of a Customer Solutions Retention Specialist is to drive retention through inbound and outbound activity, by adopting a positive relationship-based approach and educating customers to make an informed decision about their policy. The retention specialist will provide exceptional customer experience, increase customer loyalty and deliver good customer outcomes whilst driving a retention mindset

Your Story

• Handle inbound and outbound calls, emails, and other communication channels to provide exceptional customer experience and retention support to clients.
• Utilize emotional intelligence to understand customer needs, concerns and challenges, and provide general advice solutions that meet their individual needs.
• Act as a subject matter expert on all life insurance products and services offered by the company, clearly explaining complex information in a clear and concise manner to customers.
• Investigate and resolve customer complaints and inquiries in a timely and professional manner, utilizing problem-solving skills and emotional intelligence to diffuse difficult situations and build customer trust
• Use customer feedback to identify areas for improvement in the retention process, and work collaboratively with team members to implement changes to process.
• Participate in team meetings, training sessions, and other activities to improve performance, enhance customer experience and retention.
• Previous experience in a customer retention-based role, ideally in a contact centre environment
• Agile ways of working experience
• Experience with using multiple systems and different types of technology, soft phone telephony systems such as AWS or similar.
• RG-146 qualifications (desired)– must understand the difference between General Advice and Personal advice

Critical Skills

At Resolution Life, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analysing data and problem-solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

What Will We Do For You:
Our culture underpins our values and guides our decision making. It’s also what makes Resolution Life a great place to work.
Resolution Life Australasia supports virtual working, and our enduring primary place of work continues to be “virtual” with the physical office and home office used interchangeably. We recognise that our workers can contribute and connect equally regardless of where they are located, and we have seen and experienced the wellbeing and benefits that come from working at home. This means some of us work at home most of the time, in the office most of the time or a balanced mix.
Every day is an opportunity to grow – and we hope to offer our people a career, not just a job.
The learning and development opportunities we offer include supporting the completion of executive-level short courses, access to leading online learning tools, on the job training, and mentoring by highly experienced business leaders.
Join us
Before commencing employment in this role you will need to provide two references, full working rights and complete police and credit checks through an online provider.
As an equal opportunity employer strongly committed to working in a diverse and inclusive workforce you will be provided with any support or accessibility requirements throughout your interview process. Please feel free to contact our Talent Team directly at talent@resolutionlife.com.au.
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Please refer the Job description for details