Neilson Financial Services is a leading provider of innovative life insurance products. As a Retention Agent, you will engage with existing customers to renew and retain their services, ensuring a high level of satisfaction to foster loyalty.
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
Skills
- 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)
Company Overview
Neilson Financial Services provides life insurance products. It was founded in 2012, and is headquartered in Maidenhead, Windsor and Maidenhead, GBR, with a workforce of 501-1000 employees. Its website is https://www.neilsonfs.com.
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