Retention Agent AU

Neilson Financial Services Limited; Sydney; On-site; AUD 50,000 - 64,000; Full time

Benefits offered by this job

Free lunch: Wednesdays & Fridays

Job summary

Neilson Financial Services is hiring a Retention Agent in Sydney to support customers with lapsed payments and protect policies. This full-time role operates from our Barangaroo office with a structured training program and a supportive team.

You will engage with life-insurance clients, respond empathetically, and work to keep policies active while meeting individual and team retention goals. The role emphasizes excellent communication and resilience in a busy contact centre.

Qualifications

• Customer service experience, preferably in a contact centre or financial services.
• Excellent verbal communication and active listening skills.
• High emotional intelligence; able to de-escalate conversations.
• Resilience and professionalism under pressure.
• Team-focused mindset and care for customers.

Responsibilities

• Talk with existing life-insurance customers with failed payments.
• Recover missed payments and retain policies.
• Provide empathetic, personalised support.
• Maintain accurate records per scripts and processes.
• Contribute to team retention goals in a call-centre setting.

Skills

Customer service

Verbal communication

Active listening

Emotional intelligence

Team player

Job description

Neilson Financial Services 34 subscribers

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

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.

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

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.

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.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• This is a full-time, office-based role in Barangaroo, Monday-Friday, with a rotating roster of shifts between 7:00am and 7:00pm. Shifts are allocated by the business so you cannot choose these yourself. Can you commit to this schedule and location?
• Have you lived outside Australia OR New Zealand for 12 consecutive months or more in the past 5 years? (Required for background checks.)
• Are you willing to undergo a national police check as part of the pre-employment process?
• Do you have any pre-booked holidays/leave of 2+ consecutive days in the next 3 months?

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. This is reflected in our locations worldwide. Today, in addition to our UK operations, we have offices in the USA, Canada, Ireland and Australia.

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. This is reflected in our locations worldwide. Today, in addition to our UK operations, we have offices in the USA, Canada, Ireland and Australia.

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