Customer Service Agent

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

Customer Care Agent

Sydney, Australia | Full-Time, Permanent

Be the voice of Neilson for our customers.

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 2012 and expanding into Canada in 2021, we entered the Australian and New Zealand markets in late 2024. 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 email
• Receive and resolve customer complaints at first contact, escalating where required
• Update policy details, process changes to cover, and handle cancellation requests
• Empathise with customers and confidently handle objections and queries to ease uncertainty or concerns
• Maintain accurate customer records and comply with regulatory requirements
• Adhere to processes and procedures for all service-related matters, escalating breaches as appropriate
• Contact customers to remediate failings identified by the quality assurance team
• Meet productivity and quality targets, contributing positively to team performance

What you'll bring

• Strong attention to detail with the ability to maintain accuracy under pressure
• Genuine empathy and a desire to go above and beyond for customers
• Ability to operate well in a target-driven environment while maintaining high quality and service
• Effective multitasking skills and the ability to manage competing priorities
• Willingness to embrace change in a fast-paced environment
• Passion for delivering outstanding customer service

Requirements

• Experience in a customer-facing role within financial services, or extensive experience in a customer service environment
• Excellent verbal and written communication skills, with a demonstrated ability to correspond with customers to a high standard
• Life insurance industry experience is a plus, but not essential
• Intermediate computer skills, including proficiency with Microsoft Office

What we offer

• A supportive team environment in a high-growth Australian business
• Ongoing training and professional development opportunities
• The chance to be part of a globally expanding life insurance company with a strong values-driven culture

Accessibility For Job Applicants

We 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 Employer

Neilson 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.