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For Companies At a Glance
- Tasks: Engage with customers to resolve issues and retain their policies through excellent service.
- Company: Join a leading insurance company known for its commitment to customer satisfaction.
- Benefits: Full-time role with competitive pay, professional growth, and a supportive team environment.
- 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 for success.
- Other info: Dynamic role with opportunities to learn and grow in the insurance industry.
The predicted salary is between 30000 - 42000 £ per year.
We are looking for an experienced Retention Agent 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 expects and takes pride in. The Retention Agent will project the organisation’s professional image through excellent verbal communication, deal with a wide range of customer issues, and propose appropriate solutions to retain NFS customers through outstanding service.
Responsibilities
- 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.
Qualifications
- 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 in Windsor employer: Neilson Financial Services
Contact Detail:
Neilson Financial Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retention Agent in Windsor
✨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 you'll be handling calls, it’s crucial to sound confident and articulate. Try role-playing with a friend or family member to get comfortable with different scenarios you might encounter.
✨Tip Number 3
Be solution-focused! When discussing potential issues with customers, think creatively about how to resolve their concerns. Show that you can think on your feet and provide tailored solutions that keep them happy.
✨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 in Windsor
Some tips for your application 🫡
Show Off Your Communication Skills: Since we're all about excellent verbal 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 communicate effectively, even in writing!
Attention to Detail is Key: Pay close attention to the details in your application. Double-check for any typos or errors, as this role requires a high level of accuracy. A polished application shows us that you can handle the meticulous nature of the job!
Be Solution-Focused: In your application, highlight your problem-solving skills. Share examples of how you've creatively tackled customer issues in the past. We love candidates who can think on their feet and propose effective solutions!
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
✨Master Your Communication Skills
As a Retention Agent, your verbal communication skills are key. Practice articulating your thoughts clearly and confidently. Consider role-playing common customer scenarios with a friend to refine your responses and ensure you can handle various situations smoothly.
✨Know the Company Inside Out
Familiarise yourself with NFS's policies, services, and any recent news. This knowledge will not only help you answer questions but also show your genuine interest in the company. Prepare some thoughtful questions about their retention strategies to demonstrate your proactive approach.
✨Showcase Your Problem-Solving Skills
Be ready to discuss specific examples where you've successfully resolved customer issues in the past. Highlight your creativity and solution-focused mindset by sharing how you turned a potential cancellation into a retained customer through excellent service.
✨Prepare for the Pressure
Retention roles can be high-pressure, so think of ways to showcase your ability to multitask and stay calm under stress. You might want to share experiences where you met tight deadlines or handled multiple customer requests simultaneously while maintaining quality service.
