Customer Retention Specialist

Partners Life Limited; Auckland; Hybrid; NZD 60,000 - 80,000; Full time

Benefits offered by this job

Comprehensive training and ongoing支持

Learning and development opportunities

Discretionary bonus after 12 months

Life insurance and income protection

Birthday leave

Long service leave

Parental leave top-up

Flexible hybrid working

Takapuna office

Job summary

Partners Life is hiring a Retention Specialist to support customers reviewing or canceling their insurance cover. You will listen, problem-solve, and guide customers to options that meet their needs while maintaining strong relationships.

This customer-facing role involves inbound and outbound calls, administration, and collaboration with advisers and internal teams to deliver seamless experiences and strong retention outcomes.

Qualifications

• Experience in a customer-facing role involving phone-based and written interactions.
• Exceptional communication and active listening skills.
• Ability to build rapport and establish trust quickly.
• Strong problem-solving and decision-making capabilities.

Responsibilities

• Engage with customers considering reducing or canceling their insurance cover.
• Understand customer circumstances and identify solutions that support retention.
• Educate customers on options and value of their cover.
• Support customers with affordability challenges with empathy and care.
• Build trust and long-term relationships through excellent service and communication.
• Collaborate with advisers and internal teams to deliver seamless experiences.
• Manage inbound and outbound interactions while complying with rules and regulations.
• Accurately document customer interactions and maintain policy records.
• Contribute to continuous improvement initiatives to enhance outcomes.

Skills

Customer service

Communication

Active listening

Relationship management

Problem solving

Attention to detail

Administration

Tech literacy

Team collaboration

Job description

Help New Zealanders protect what matters most!

At Partners Life, we're one of New Zealand's largest life and health insurance providers, helping thousands of Kiwis protect their financial future. As part of the global Daiichi Life Group, we're continuing to grow, innovate, and challenge the status quo in the insurance industry.

We're looking for a passionate and customer-focused Retention Specialist to join our Customer Retention team.

This is more than a customer service role. You'll play a critical part in helping customers maintain valuable insurance protection when they are considering reducing or canceling their cover. Through meaningful conversations, problem solving, and customer advocacy, you'll help customers understand their options and find solutions that meet their needs.

If you're passionate about helping people, enjoy building trust, and thrive on finding positive outcomes in complex situations, we'd love to hear from you.

About the Opportunity

As a Retention Specialist, you'll be the first point of contact for customers who are reviewing, changing, or considering canceling their insurance cover.

Using your listening skills, empathy, and problem-solving ability, you'll work with customers to understand their circumstances and guide them through available options. Your goal is to help customers make informed decisions while delivering excellent customer experiences and supporting long-term customer retention.

This is a customer-facing role involving both inbound and outbound conversations, alongside administration and collaboration with advisers and internal teams.

What You'll Be Doing

• Engaging with customers who are considering reducing or canceling their insurance cover.
• Understanding customer circumstances and identifying appropriate solutions that support retention and positive customer outcomes.
• Educating customers on the value of their insurance cover and the options available to them.
• Supporting customers experiencing affordability challenges or changing life circumstances with empathy and care.
• Building trust and long-term customer relationships through exceptional service and communication.
• Working closely with advisers and internal teams to deliver seamless customer experiences.
• Managing inbound and outbound customer interactions while maintaining compliance with business rules and regulatory requirements.
• Accurately documenting customer interactions and maintaining policy records.
• Contributing to continuous improvement initiatives and identifying opportunities to enhance customer outcomes.

About You

You' bring a genuine passion for helping people and delivering outstanding customer experiences.

You may come from insurance, banking, financial services, customer retention, contact centre, claims, collections, or another customer-focused environment where you've developed strong communication and relationship management skills.

Ideally, you'll have:

• Experience in a customer-facing role involving phone-based and written interactions.
• Exceptional communication and active listening skills.
• The ability to build rapport and establish trust quickly.
• Strong problem-solving and decision-making capabilities.
• Confidence navigating sensitive or challenging customer conversations.
• Resilience and adaptability in a fast-paced environment.
• Excellent attention to detail and administration skills.
• Strong computer literacy and the ability to learn new systems and processes.
• A collaborative approach and commitment to delivering positive outcomes for customers and colleagues.

Previous experience within insurance, banking, finance, or retention-focused roles will be highly regarded, but is not essential.

Why Join Partners Life?

At Partners Life, we believe our people are our greatest asset and are proud to invest in their growth, wellbeing and success. As part of our team, you'll have access to a range of benefits, with eligibility varying by benefit and employment type:

• Comprehensive training and ongoing support
• Genuine learning and development opportunities
• Participation in our discretionary bonus scheme after 12 months' service (permanent employees only)
• Life insurance and income protection covers at our cost, plus discounted medical insurance (permanent employees only)
• Birthday leave (where eligible)
• Long service leave (permanent employees only)
• Parental leave salary top-up, reduced hours options and secondary parental leave (permanent employees only)
• Flexible hybrid working arrangements (where eligible)
• A modern office with stunning views in the heart of Takapuna.

Applicants must have the legal right to work in New Zealand.

Please note that we are not engaging recruitment agencies for this opportunity.