Remote Customer Care Agent — Life Insurance

Neilson Financial Services Limited; Sydney; Hybrid; AUD 52,000 - 70,000; Full time

Benefits offered by this job

Work from home option

Training and development opportunities

Global growth

Job summary

Neilson Financial Services is a global life insurance distributor operating across the UK, Canada, Australia and New Zealand. In Sydney, we seek a Customer Care Agent to be the voice for policyholders, delivering outstanding service across customer enquiries and post-sales requests.

You’ll handle a wide range of queries via inbound and outbound calls, working in a fast-paced, target-driven contact centre and helping customers navigate important financial decisions.

Qualifications

• Experience in a customer-facing role within financial services
• Excellent verbal and written communication skills
• Life insurance industry experience is a plus
• Proficient with Microsoft Office

Responsibilities

• 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

Skills

Customer service

Empathy

Attention to detail

Communication skills

Multitasking

Adaptability

Tools

Microsoft Office

Job description

Neilson Financial Services is a global life insurance distributor operating across the UK, Canada, Australia and New Zealand. In Sydney, we seek a Customer Care Agent to be the voice for policyholders, delivering outstanding service across customer enquiries and post-sales requests.

You’ll handle a wide range of queries via inbound and outbound calls, working in a fast-paced, target-driven contact centre and helping customers navigate important financial decisions.