Neilson Financial Services is a global life insurance distributor operating across the UK, Canada, Australia and New Zealand.
With over 1,000 employees and more than 650,000 policies issued, we help families secure financial protection for their loved ones through locally based contact centres.
Since launching in the UK in **** and expanding into Canada in ****, we entered the Australian and Current Zealand markets in late ****.
In that time, Neilson ANZ has launched six brands across the funeral and life insurance markets and become the country's third largest direct distributor of life insurance.
Now we're looking for a Customer Care Agent to join our growing Australian team.
About the role
In this role, you'll be the voice of Neilson for our policyholders, delivering outstanding service across all customer enquiries and post-sales requests.
Through excellent communication skills, you'll handle a wide range of customer queries, predominantly via inbound and outbound calls.
This role will suit someone who thrives in a fast-paced, target-driven contact centre environment and takes genuine pride in helping customers navigate important financial decisions.
What you'll do
Manage customer enquiries and requests effectively via phone and emailReceive and resolve customer complaints at first contact, escalating where requiredUpdate policy details, process changes to cover, and handle cancellation requestsEmpathise with customers and confidently handle objections and queries to ease uncertainty or concernsMaintain accurate customer records and comply with regulatory requirementsAdhere to processes and procedures for all service-related matters, escalating breaches as appropriateContact customers to remediate failings identified by the quality assurance teamMeet productivity and quality targets, contributing positively to team performance




What you'll bring
Strong attention to detail with the ability to maintain accuracy under pressureGenuine empathy and a desire to go above and beyond for customersAbility to operate well in a target-driven environment while maintaining high quality and serviceEffective multitasking skills and the ability to manage competing prioritiesWillingness to embrace change in a fast-paced environmentPassion for delivering outstanding customer service
Requirements
Experience in a customer-facing role within financial services, or extensive experience in a customer service environmentExcellent verbal and written communication skills, with a demonstrated ability to correspond with customers to a high standardLife insurance industry experience is a plus, but not essentialIntermediate computer skills, including proficiency with Microsoft Office
What we offer
Work from home available - Once you have completed your training/probation you have the option to Work From Home 2 days per week.A supportive team environment in a high-growth Australian businessOngoing training and professional development opportunitiesThe chance to be part of a globally expanding life insurance company with a strong values-driven culture
Accessibility 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.
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