About Us

Neilson Financial Services is a leading provider of life insurance and financial solutions. Our mission is to provide exceptional service and tailored advice to ensure our clients feel secure and valued. We pride ourselves on our supportive workplace culture and dedication to professional growth.

Role Overview

As a Retention Agent, you will be the frontline advocate for our customers, working to address their concerns, provide solutions, and retain their business. You will play a critical role in delivering outstanding customer service while contributing to our company’s goals for customer satisfaction and loyalty.

Key Responsibilities

Engage with customers over the phone to understand their concerns and resolve issues.

Proactively identify reasons for potential cancellations and offer tailored solutions to retain their business.

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.

Qualifications and Skills

Previous experience in a call centre or customer service role (retention experience preferred).

Strong negotiation and problem-solving skills.

Excellent communication skills, both verbal and written.

Ability to remain calm under pressure and handle objections effectively.

Proven ability to meet or exceed performance metrics.

Proficiency with CRM software and Microsoft Office Suite.

What We Offer

Comprehensive training and ongoing support.

Opportunity to work in a dynamic and collaborative environment with career progression.

Convenient Sydney location with modern office facilities.

How to Apply

If you’re passionate about customer service and have a talent for turning challenges into opportunities, we want to hear from you! Apply today with your resume and a brief cover letter highlighting your relevant experience and why you’re a great fit for the role.

Neilson Financial Services is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees