Retention Agent

Neilson Financial Services•Toronto, ON

9d•CA$36,000 - CA$60,000

About The Position

At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. Neilson is a leading provider of innovative, simple and great-value direct life insurance products. 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 in addition to our UK operations based in Windsor, Ashford and Hull. As a Retention Agent, your primary responsibility will be to engage with existing customers to renew and retain their services. You will play a crucial role in understanding customer needs, addressing their concerns, and ensuring a high level of satisfaction to foster loyalty and retention.

Requirements

Must be willing to obtain an LLQP license (with fully paid training and support).
Must be legally eligible to work in Canada.
Excellent communication, interpersonal skills with a demonstrated ability to correspond both verbally and written to exceptionally high standards
High level of attention to detail!
Knowledge of practices and procedures in a retention related environment
A hands-on, common-sense approach to day to day work related matters
Ability to operate well under pressure and within deadlines
Ability to multitask effectively whilst maintaining a high level of quality and service
Intermediate computer skills (Microsoft office)

Responsibilities

Perform calls to policyholders who have missed payments and make payment arrangements where required.
Discuss, agree and arrange various client requests such as payment arrangements, sending policy details etc.
Handle customer complaints that may arise on a retention call, escalating to complaints team where necessary.
Record required call notes in relation to any work items handled, policy and/or payment changes to ensure the interaction is recorded accurately for business records.
Provide clients with correct and accurate information.
Respond to customer requests to cancel their policy and address any concerns they may have, sell policy benefits and use available retention tools to retain the customer as a policy holder.
Meet expected individual targets and contribute to business and team targets ensuring all customer service, sales and cancellation queries are handled in a professional, results driven manner.
Follow and apply quality assurance guidelines and compliance rules to all retention activities.
Observe and provide general updates to management team around trends in relation to the reasons for customer cancellation.
Learn and apply coaching and feedback from your manager to assist in meeting KPIs and expectations within the role.
Communicate effectively and professionally with other departments such as Service, Claims and Sales.
Keep up to date with any changes relating to Company Policies, processes and procedures.
Log service desk requests with manager when experiencing system issues.
Report any alleged agent misconduct and/or customer complaints to manager.
Managing customer requests effectively and efficiently.
Managing the delivery of customer correspondence within agreed company frameworks, timescales and deadlines.