Retention Agent

Neilson Financial Services Limited; Sydney; On-site; AUD 63,000 - 77,000; Full time

Benefits offered by this job

Free lunch Wednesdays & Fridays

Central Barangaroo location

Structured training and support

Welcoming, high-energy team

Job summary

Neilson Financial Services is seeking a Retention Agent to support customers, protect policies and make a real difference. Based in Sydney CBD (Barangaroo), you will retrieve failed payments and prevent unnecessary cancellations while delivering exceptional service.

You’ll work in a fast-paced, entrepreneurial environment with a structured training program and a welcoming, high-energy team. This full-time role offers a base salary of AU$70,000 plus super and progression opportunities.

Qualifications

• 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-escalate 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.

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

Verbal communication

Active listening

Emotional intelligence

Resilience

Team player

Job description

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

Location: Sydney CBD (Barangaroo)

Base Salary: $70,000 + Super

Schedule: Full-time, Monday to Friday

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.

• 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-escalate 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

1. 30-minute video call with our recruitment team: a relaxed conversation to learn more about you and share details about the role

2. 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.