Retention Advisor

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. You may have come across some of our brands such as Cover Direct and Seniors Choice.

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 Advisor, 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.

• 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.

• Must be LLQP Licensed

• 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)

Base Salary Range: $55,000- $60,000

This posting is intended to fill an existing vacancy, with a headcount requirement of 3 positions.

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.

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.

We use AI to assist with parts of our screening process and for interview note-taking. All hiring decisions are made by humans.