Customer Service and Retention Agent

This is a fantastic opportunity for someone who takes pride in providing outstanding customer experience across all customer service, claims and customer retention activities. Through excellent communication skills, you'll handle a wide range of customer queries, predominantly through inbound and outbound calls.

You'll have excellent attention to detail, and a solution focused approach to deliver excellent outcomes for customers.

Daily duties:

Managing customer enquiries and requests effectively and efficiently, via phone and email.
Acting as the customer-facing contact point for claims administration and enquiries.
Receiving and attempting to resolve customer complaints upon first contact, escalating where required.
Conducting customer service and retention tasks such as updating policy details, handling requests to change cover, dealing with cancellation requests, and attempting to retain customers who have missed payments.
Effectively empathizing with customers and handling objections and queries confidently to ease any uncertainty or concerns.
Maintaining accurate customer records and complying with regulatory requirements on all matters.
Adhering to processes and procedures for all service-related matters and escalating breaches as appropriate.
Contacting customers to remediate failings identified by Neilson’s quality assurance team or as a result of an incident.
Attending and contributing within call calibration sessions, designed to develop and share knowledge and best practice.
Meeting required targets for productivity and quality, contributing positively towards team performance.
What's in it for you:

Flexible working options available
Be imperative in our growth and contribute to building our culture
Fantastic central Sydney CBD location
About you:

Legal right to work in Australia - must have
Extensive customer service experience within a call centre - must have
A good understanding of financial products and some knowledge of Australian financial regulations - must have
At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.

Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as Cover Direct and Seniors Choice.

We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia.