Grow your Career | Collaborative Team Culture | Market-competitive salary plus Commissions

Industry: Life Insurance

Location: North Sydney

Salary: Highly competitive salary

Who We Are:

Life Insurance Direct helps protect Australian families—and we’ve been redefining life insurance for over 20 years. We’re a fast-moving, industry-leading broker and a three-time Product Review award winner.

Our mission is to be the leader in informing, protecting and providing for Australian families. In a constantly changing market, we stay ahead by focusing on the customer outcome at the centre of everything we do.

Why Join Us:

- Highly competitive salary

- A supportive and collaborative working environment with strong company values

- North Sydney CBD location – only a 10 minute walk from the train station or Metro

- Hybrid Flexibility available after training complete

- Comprehensive training program with continuous development

- Excellent learning culture with strong team and mentor support

- Monthly Bonus/Commissions

- Genuine career development opportunities

- Social activities and events

- Monday-Friday – no weekend work

You Might Be:

Looking for a role to further develop your Insurance or Financial Services career

Looking to join a passionate and collaborative team who will support you

Looking to bring your Retentions skills into a new industry

What You Will Do:

As a Customer Retention Specialist you will pro-actively contact Life Insurance Direct clients during key policy lifecycle events, to ensure that the customer’s policy remains in-force, feasible and aligned to their requirements. You will be responsible for creating a seamless experience for customers through every interaction in a way that will exceed their expectations.

- Proactively engage customers via outbound calls regarding overdue payments and cancellation risks





- Retain existing clients by addressing concerns and delivering tailored solutions

- Manage policy updates, amendments, and cancellations efficiently

- Liaise with insurers to secure retention discounts and alternative solutions

- Handle payment dishonours and overdue notifications with a customer-first approach

- Identify and mitigate retention risks before escalation

- Support customers in setting up new or revised insurance policies

- Engage customers at key lifecycle touchpoints to provide support and outline available options

- Clearly articulate the value of insurance products and LIDA solutions

- Offer flexible payment solutions to improve retention outcomes

- Identify and act on retention opportunities through effective pre-qualification

- Action customer contact lists within defined service level agreements (SLAs)

- Accurately record all interactions in the CRM system

- Ensure all activities are compliant with company policies and relevant industry regulations

- Consistently meet or exceed individual KPIs

- Provide feedback on customer trends and opportunities for process improvement

- Manage competing priorities with urgency, professionalism, and a client-first minds

- Contribute to additional projects and business initiatives as required

About You:

Experience and Skills

- Proven experience in retentions, insurance, financial services, or related industry

- Telesales or Telemarketing, Call Centre experience (inbound or outbound)

- Call centre systems experience

- Problem solving & customer needs analysis

- Excellent verbal and written communication skills

- Strong customer service and negotiation skills

- A passion for problem solving and offering solutions

- High level of self-motivation to achieve performance targets and business goals

- The energy to work in a dynamic and fast-paced workplace

- Excellent attention to detail, and strong organisational skills

- Positive attitude and work ethic

📌 Customer Retention Specialist (Sydney)
🏢 Life Insurance Direct Australia
📍 Sydney