At a Glance
- Tasks: Engage with customers to resolve payment issues and retain their policies.
- Company: Award-winning international life insurance provider with a mission to simplify insurance.
- Benefits: Competitive salary, commission, structured training, and hybrid working options.
- Other info: Dynamic team environment with opportunities for career growth.
- Why this job: Make a real difference by helping families feel secure in their choices.
- Qualifications: Strong communication skills and experience in customer service or sales.
The predicted salary is between 30000 - 40000 € per year.
Location: Windsor
Base Salary: Competitive base salary plus commission
Start date: 29th of June 2026
Neilson: Protecting families. Building futures. Together. Founded in 2012, we’ve grown into an award-winning, international life insurance provider with offices across the UK, US, Canada, Ireland, Australia, and New Zealand. Our vision: to make life insurance simple and accessible to everyone. That means providing products people connect with, delivering them with clarity, and ensuring every family we support feels confident in their choice. Every policy provides protection. Every conversation matters.
What We’re Looking For
- Clear, confident communicators who enjoy helping people
- Experienced in handling inbound and outbound calls, with excellent verbal communication skills
- Detail-oriented with a high level of accuracy in record-keeping
- Solution-focused and creative in resolving customer issues
- Resilient, positive, and commercially motivated
- Previous experience in retention, customer service, or sales environments is desirable
What You’ll Be Doing
- Contacting policyholders who have missed payments and arranging payment solutions
- Handling customer requests, including payment arrangements and sending policy details
- Responding to cancellation requests and using retention tools to retain customers
- Handling and escalating customer complaints where necessary
- Recording call notes accurately, including policy or payment changes
- Meeting individual and team targets in a professional, results-driven manner
- Applying quality assurance and compliance rules to all retention activities
- Reporting trends, customer complaints, and agent misconduct to management
- Communicating effectively with other departments such as Service, Claims, and Sales
- Keeping up to date with changes to company policies, processes, and procedures
Working hours + location
40 hours per week, Monday to Friday, 9 am – 6 pm (one week per month 10 am – 7 pm)
Hybrid working options available after 3 months, dependent on performance
What You Get From Us
Competitive base salary plus commission
Structured training to give you all the tools to succeed throughout your NFS career
Incentives
Retention Agent employer: Neilson Financial Services
At Neilson, we pride ourselves on being an exceptional employer, offering a competitive base salary plus commission for our Retention Agents in Windsor. Our supportive work culture fosters personal and professional growth, with structured training and hybrid working options available after three months, allowing you to balance your career with your personal life. Join us in making life insurance accessible and meaningful, where every conversation matters and your contributions are valued.
StudySmarter Expert Advice🤫
We think this is how you could land Retention Agent
✨Tip Number 1
Get to know the company inside out! Research Neilson's values and mission, so you can show how your skills align with their vision of making life insurance simple and accessible. This will help you stand out during interviews.
✨Tip Number 2
Practice your communication skills! Since the role requires clear and confident communication, try role-playing common customer scenarios with a friend. This will help you feel more prepared and relaxed when handling calls.
✨Tip Number 3
Be solution-focused! Think of creative ways to resolve customer issues before your interview. This shows you're proactive and ready to tackle challenges head-on, which is exactly what Neilson is looking for.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the team at Neilson and ready to contribute to their mission.
We think you need these skills to ace Retention Agent
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Retention Agent role. Highlight your experience in customer service and any relevant skills that match what we're looking for. This shows us you’re genuinely interested and have done your homework!
Show Off Your Communication Skills:Since we value clear and confident communicators, use your application to demonstrate your verbal communication prowess. Whether it’s through your writing style or examples of past experiences, let us see how you can connect with people effectively.
Be Detail-Oriented:We love candidates who pay attention to detail! Make sure your application is free from typos and errors. Also, include specific examples of how you've maintained accuracy in record-keeping or handled customer requests in previous roles.
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 our company and culture!
How to prepare for a job interview at Neilson Financial Services
✨Know Your Stuff
Before the interview, make sure you understand Neilson's mission and values. Familiarise yourself with their products and how they help families. This will show your genuine interest in the role and the company.
✨Show Off Your Communication Skills
As a Retention Agent, clear communication is key. Practice articulating your thoughts clearly and confidently. You might even want to role-play common customer scenarios to demonstrate your problem-solving skills during the interview.
✨Be Detail-Oriented
Since the job requires accurate record-keeping, be prepared to discuss your attention to detail. Bring examples of how you've successfully managed records or handled customer requests in previous roles to highlight your experience.
✨Stay Positive and Resilient
Retention can be challenging, so it's important to convey your resilience and positive attitude. Share stories of how you've turned difficult situations into successful outcomes, showing that you can handle pressure while keeping customers happy.
