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- Tasks: Engage with customers to resolve issues and retain their policies through excellent service.
- Company: Join a dynamic team at a leading insurance provider focused on customer satisfaction.
- Benefits: Competitive pay, flexible hours, and opportunities for personal growth.
- Why this job: Make a real difference by helping customers stay with us and enhancing their experience.
- Qualifications: Strong communication skills and attention to detail are essential.
- Other info: Fast-paced environment with plenty of room for career advancement.
The predicted salary is between 28800 - 43200 £ per year.
We are looking for 3x experienced Retention Agents with excellent verbal communication skills and experience in handling both inbound and outbound calls. The successful candidate will have excellent attention to detail, be creative and solution focused; delivering high standards of service that NFS both expects and takes pride in. The ability to project the organisation’s professional image through excellent verbal communication, the Retention Agent will deal with a wide range of customer issues. The role will involve proposing appropriate solutions to retain NFS customers through outstanding service.
In this role you will:
- 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.
For your application to be considered you will need:
- 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).
Retention Agent employer: Neilson Financial Services Ltd
Contact Detail:
Neilson Financial Services Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retention Agent
✨Tip Number 1
Get to know the company inside out! Research NFS and understand their values, services, and customer base. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since this role is all about handling calls, try role-playing with a friend or family member. Focus on being clear, concise, and friendly – it’ll make a world of difference during your actual calls.
✨Tip Number 3
Prepare for common scenarios! Think about the types of customer issues you might encounter and how you would resolve them. Having a few solutions ready will help you feel more confident and capable during your calls.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the NFS team!
We think you need these skills to ace Retention Agent
Some tips for your application 🫡
Show Off Your Communication Skills: Since we're all about excellent communication, make sure your written application reflects that. Use clear and concise language, and don’t shy away from showcasing your personality. We want to see how you can convey information effectively, just like you would on a call!
Attention to Detail is Key: We love candidates who pay attention to the little things! Double-check your application for any typos or errors. A polished application shows us that you take pride in your work and understand the importance of accuracy, especially in a retention role.
Highlight Relevant Experience: Make sure to mention any previous experience in retention or customer service roles. Share specific examples of how you've handled customer issues or complaints. This will help us see how you can bring your skills to our team and contribute to our high standards of service.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Neilson Financial Services Ltd
✨Know Your Stuff
Before the interview, make sure you understand the role of a Retention Agent inside out. Familiarise yourself with common customer issues and retention strategies. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Show Off Your Communication Skills
Since excellent verbal communication is key for this role, practice articulating your thoughts clearly. You might want to do mock interviews with friends or family, focusing on how you handle customer complaints or propose solutions. Remember, it’s all about projecting professionalism!
✨Be Solution-Focused
During the interview, highlight your problem-solving skills. Think of examples where you've successfully retained customers or resolved issues creatively. This will demonstrate your ability to think on your feet and provide high standards of service, which is what they’re looking for.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of the interview. This shows your interest in the company and the role. You could ask about their retention strategies or how they measure success in this position. It’s a great way to engage with the interviewer and leave a lasting impression.
