Retention Agent

Start Date: January 2027 Hybrid working: (after training)Starting Salary: £27,500 plus commissionWhat we’re looking for:Clear, confident communicators who enjoy helping peopleExperienced in handling inbound and outbound calls, with excellent verbal communication skillsDetail-oriented with a high level of accuracy in record-keepingSolution-focused and creative in resolving customer issuesResilient, positive, and commercially motivatedPrevious experience in retention, customer service, or sales environments is desirableWhat you’ll be doing:Contacting policyholders who have missed payments and arranging payment solutionsHandling customer requests, including payment arrangements and sending policy detailsResponding to cancellation requests and using retention tools to retain customersHandling and escalating customer complaints where necessaryRecording call notes accurately, including policy or payment changesMeeting individual and team targets in a professional, results-driven mannerApplying quality assurance and compliance rules to all retention activitiesReporting trends, customer complaints, and agent misconduct to managementCommunicating effectively with other departments such as Service, Claims, and SalesWhat you get from us:Competitive base salary plus commissionStructured training to give you all the tools to succeed throughout your NFS careerIncentives & rewards including Amazon & Love2Shop vouchers, GoPro cameras, TVs, pizzas, Echo Dots, Apple Watches, Sonos speakers, iPads, and moreLife Assurance from day oneEmployee Assistance Programme for personal and professional supportFlu vaccinations, cycle-to-work scheme, eye test and glasses vouchers, and free fruit to support wellbeingEnhanced maternity and paternity payPension scheme and 23 days holiday plus bank holidaysA team-spirited culture with regular theme days, charity events, and celebrations for achievementsAt Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. 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 AustraliaIf you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you!Accessibility For Job ApplicantsWe 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.Equal Opportunity EmployerNeilson 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.