Retention Agent

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.

We’re opening up this exclusive opportunity – don’t miss your chance to be part of a rapidly growing team of driven and passionate individuals!

• Fully Paid LLQP Licensing: We’ll cover your LLQP training and licensing fees. You’ll be equipped with all the tools you need to build a thriving career in life insurance sales.
• Comprehensive Classroom Training: Get prepared to hit the ground running with our industry‑leading, classroom‑based training. We set you up for success before you even make your first call.
• 1:1 Weekly
  
  Coaching:
  
  Your growth matters! Benefit from personalized, weekly coaching to develop your skills and advance in your role.
• Endless Growth Potential: Start here, but the sky’s the limit. With tons of development opportunities and a pathway to a long‑term career, this role could be the start of something big.

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.

• 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 willing to obtain an LLQP license (with fully paid training and support).
• 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: $…