Retention Agent: Support Customers.
Protect Policies.
Make a Real Difference.Location: Sydney CBD (Barangaroo) Base Salary: $70,000 + Super Schedule: Full time, Monday to FridayAt Neilson, we're dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.
We have evolved from our origins in the UK, where the business was launched in ****, 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 and New Zealand.Why join us?
This role is about protecting what matters.
As a Retention Agent, you'll help customers keep their life insurance policies active by retrieving failed payments and preventing unnecessary cancellations.
You'll use empathy, strong communication, and problem-solving skills to support families when they need it most.Free lunch: enjoy lunch on us every Wednesday and Friday, with options changing weeklyCentral Barangaroo location: run past the Opera House before work, explore Darling Harbour's food scene or shop Pitt Street Mall on your breakStructured training and support: we'll equip you with everything you need to succeedWelcoming, high-energy team environment: work with people from all walks of lifeWhat you'll be doingSpeak with existing life insurance customers whose premiums have failed or policies are at risk of cancellationRecover missed payments and work to retain the customer's policyUnderstand and respond to each customer's unique situation with empathy and careEducate customers on the importance of continued coverage and the options availableMaintain accurate records and follow regulated scripts and processesWork towards individual and team retention goals in a supportive, call centre environmentWhat we're looking forStrong customer service background, ideally in a contact centre or financial services environmentExcellent verbal communication and active listening skillsHigh emotional intelligence, able to connect, de-escalate and problem-solveResilience: calm and professional under pressure, even in challenging conversationsA team-first mindset with a focus on doing the right thing for the customerWhat to expect from the interview process30-minute video call with our recruitment team: a relaxed conversation to learn more about you and share details about the roleOne-hour in-person interview at our Barangaroo office: includes a competency-based interview and a chance to meet team leadersWe want you to feel confident and informed.
This process is as much about you getting to know us as it is the other way around.If you are passionate about making a difference, you thrive in a fast-paced and entrepreneurial environment, and you want to be part of a high performing team, we would love to hear from yoAccessibility For Job ApplicantsWe strive to make our job application process accessible to all individuals, including those with disabilities.
If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department.
Our team will work with you to provide suitable accommodations to ensure your participation.Equal Opportunity EmployerNeilson Financial Services is an equal opportunity employer.
We welcome and encourage applications from candidates of all backgrounds and abilities.
Our commitment to diversity and inclusion is fundamental to our company culture.

📌 Retention Agent (Sydney)
🏢 Neilson Financial Services
📍 Sydney