Customer Care Specialist - Financial Services

Neilson Financial Services Limited; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Ongoing training

Professional development

Global growth opportunity

Job summary

Neilson Financial Services Limited in Sydney seeks a Customer Care Agent to be the voice of the company for policyholders. You will handle both inbound and outbound calls and email inquiries with a focus on accuracy and empathy.

The role requires delivering outstanding service in a fast-paced contact centre, updating policy details, and guiding customers through post-sales requests and changes to cover.

Qualifications

• Experience in a customer-facing role within financial services or extensive customer service experience.
• Excellent verbal and written communication skills with high standards of customer correspondence.
• Life insurance industry experience is a plus, but not essential.
• Intermediate computer skills including Microsoft Office.

Responsibilities

• Manage customer enquiries and requests effectively via phone and email.
• Resolve customer complaints at first contact, escalating when required.
• Update policy details and process changes to cover, including cancellations.
• Empathise with customers and handle objections to ease concerns.
• Maintain accurate customer records and comply with regulatory requirements.
• Adhere to processes for all service-related matters and escalate breaches.
• Contact customers to remediate issues identified by quality assurance.
• Meet productivity and quality targets, contributing to team performance.

Skills

Empathy

Attention to detail

Multitasking

Communication skills

Customer service

Adaptability

Tools

Microsoft Office

Job description

Neilson Financial Services Limited in Sydney seeks a Customer Care Agent to be the voice of the company for policyholders. You will handle both inbound and outbound calls and email inquiries with a focus on accuracy and empathy.

The role requires delivering outstanding service in a fast-paced contact centre, updating policy details, and guiding customers through post-sales requests and changes to cover.