Retention Agent

Neilson Financial Services Limited; Sydney; Hybrid; AUD 59,000 - 72,000; Full time

Benefits offered by this job

Hybrid work option

Free lunch

Barangaroo location

Structured training

Welcoming, high-energy team

Job summary

Neilson Financial Services Limited is seeking a Retention Agent to support customers and protect policies in a hybrid Sydney role. You will contact life insurance customers with missed payments, recover payments, and work to retain policies, using empathy and strong communication to navigate each unique situation.

The position offers hybrid work options post-probation, a base salary of $65,000 plus super, and a collaborative, high-energy team environment in Barangaroo.

Qualifications

• Strong customer service background, ideally in a contact centre or financial services.
• Excellent verbal communication and active listening skills.
• High emotional intelligence, able to connect, de-escalate and problem-solve.
• Resilience: calm and professional under pressure.
• A team-first mindset with a focus on doing the right thing for the customer.

Responsibilities

• Speak with existing life insurance customers whose premiums have failed or policies are at risk of cancellation
• Recover missed payments and work to retain the customer's policy
• Understand and respond to each customer's unique situation with empathy and care
• Educate customers on the importance of continued coverage and the options available
• Maintain accurate records and follow regulated scripts and processes
• Work towards individual and team retention goals in a supportive, call centre environment

Skills

Customer service

Communication

Empathy

Problem-solving

Teamwork

Job description

Retention Agent: Support Customers. Protect Policies. Make a Real Difference.

Location: Sydney CBD (Barangaroo)

Base Salary: $65,000 + Super

Schedule: Full-time, Monday to Friday, with hybrid working options open post successful completion of probationary period

At 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 2012, 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.

• Hybrid working options: work from home 2 days per week following successful completion of your probationary period.

• Free lunch: enjoy lunch on us every Wednesday and Friday, with options changing weekly

• Central Barangaroo location: run past the Opera House before work, explore Darling Harbour's food scene or shop Pitt Street Mall on your break

• Structured training and support: we'll equip you with everything you need to succeed

• Welcoming, high‑energy team environment: work with people from all walks of life

What you'll be doing

• Speak with existing life insurance customers whose premiums have failed or policies are at risk of cancellation

• Recover missed payments and work to retain the customer's policy

• Understand and respond to each customer's unique situation with empathy and care

• Educate customers on the importance of continued coverage and the options available

• Maintain accurate records and follow regulated scripts and processes

• Work towards individual and team retention goals in a supportive, call centre environment

What we're looking for

• Strong customer service background, ideally in a contact centre or financial services environment

• Excellent verbal communication and active listening skills

• High emotional intelligence, able to connect, de-scalate and problem-solve

• Resilience: calm and professional under pressure, even in challenging conversations

• A team-first mindset with a focus on doing the right thing for the customer

What to expect from the interview process

• 30-minute video call with our recruitment team: a relaxed conversation to learn more about you and share details about the role

• One-hour in-person interview at our Barangaroo office: includes a competency-based interview and a chance to meet team leaders

We 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 yo

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.