Position Overview The Service Team is responsible for the administration of life insurance risk products in a solid customer and relationship focused environment. As a Phone Consultant you will be responsible for providing exceptional customer service to both Financial Advisers and customers. This role serves as the primary point of contact for queries, assistance, and guidance related to NEOS Life Insurance products.

You will be responsible for handling incoming calls, addressing concerns, and providing expert support to ensure that both Financial Advisers and Customers receive timely and accurate information. You will also collaborate closely with the wider Service and Operations team to resolve any complex enquiries efficiently and effectively.

Key responsibilities

- Strive to enhance the customer experience by demonstrating empathy, active listening, and ensuring that all interactions are positive and solutions oriented.
- Deliver a customer centric service to all stakeholders
- Strive to make every customer contact one which builds advocacy
- Provide clear and accurate information to customers and Financial Advisers regarding life insurance policies, claims, premiums, and other related inquiries.
- Address and resolve policyholder and adviser inquiries, ensuring issues are handled promptly and professionally.
- Maintain up-to-date knowledge of the life insurance products offered, including policy details,



eligibility requirements, and claims processes, to offer accurate advice and support.
- Assist Financial Advisers and customers with application processes, policy updates, and other administrative functions.
- Foster a collaborative work environment by actively engaging with team members, sharing knowledge and resources, and contributing to collective problem-solving efforts to achieve shared goals.
- Continually look for ways to improve our service offer, create business efficiencies for NEOS and our advisers and reduce end to end cycle times

Essential skills and experience

- Strong communication skills, both verbal and written, with the ability to explain complex information clearly and concisely.
- High attention to detail with strong organisational and time-management skills.
- Ability to manage multiple tasks and competing priorities in a fast-paced environment
- Empathy and patience when dealing with customers and Financial Advisers, maintaining professionalism even in challenging situations.
- Proven experience in a customer service or phone-based support role, ideally within the financial services or insurance industry.
- Knowledge of life insurance products and financial services is an advantage but not required.
- High level of personal energy and a personal drive to succeed.

📌 Phone Consultant– NEOS Service (12-month contract) (Sydney)
🏢 NEOS
📍 Sydney