Client Retention Specialist
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What you'll do
- Handling inbound customer calls and emails with urgency, empathy, and professionalism.
- Answering policy questions and helping customers feel confident about their life insurance decisions.
- Supporting customers through difficult conversations with compassion – including those who have lost loved ones.
- Providing accurate, helpful information while following clear scripted conversations.
- Keeping detailed records of customer interactions to ensure continuity of care.
- Working towards team KPIs including answering 90% of calls within 20 seconds.
- Participating in ongoing training to stay across products and compliance standards.
- Contributing to the company's supportive team culture where everyone is valued.
What they're looking for
- Genuine passion for customer service – Experience in customer service, contact centres, retention or support environments
- Clear English communication skills – You can articulate complex information clearly and effectively.
- Emotional resilience – You can handle sensitive, emotionally challenging conversations with grace and empathy.
- Australian resident with valid work rights – Visa holders cannot be considered at this time.
- A team player – You thrive in collaborative environments and want to be part of a tight-knit, supportive culture.
Nice to have
- Contact centre experience highly desirable – Phone-based customer service background is a strong advantage.
- Life insurance experience is beneficial but not essential
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Be Part of a Supportive Team & Make a Real Difference in People's Lives!
As a Client Retention Specialist, you'll help customers navigate important decisions about their insurance, providing support, guidance and solutions that deliver positive outcomes. This is a role for someone who enjoys meaningful conversations, can think critically and takes pride in delivering outstanding service.
Why You'll Love This Role:
- Permanent position with real career growth – Join a genuinely supportive company that values and develops its people.
- No sales pressure – Focus purely on helping customers with their existing life insurance policies and claims.
- Competitive salary – $71K base + super
- Fantastic location – Work in Sydney CBD, directly across from Town Hall station.
- Customer-centric culture – Be part of a loving, supportive environment that celebrates team wins and individual milestones.
- Coaching-focused leadership – Work under the Head of Client Services, who is committed to your development and success.
What You'll Be Doing:
- Handling inbound customer calls and emails with urgency, empathy, and professionalism.
- Answering policy questions and helping customers feel confident about their life insurance decisions.
- Supporting customers through difficult conversations with compassion – including those who have lost loved ones.
- Providing accurate, helpful information while following clear scripted conversations.
- Keeping detailed records of customer interactions to ensure continuity of care.
- Working towards team KPIs including answering 90% of calls within 20 seconds.
- Participating in ongoing training to stay across products and compliance standards.
- Contributing to the company's supportive team culture where everyone is valued.
What We're Looking For:
- Genuine passion for customer service – Experience in customer service, contact centres, retention or support environments
- Clear English communication skills – You can articulate complex information clearly and effectively.
- Emotional resilience – You can handle sensitive, emotionally challenging conversations with grace and empathy.
- Contact centre experience highly desirable – Phone-based customer service background is a strong advantage.
- Australian resident with valid work rights – Visa holders cannot be considered at this time.
- A team player – You thrive in collaborative environments and want to be part of a tight-knit, supportive culture.
Important Note: Life insurance experience is beneficial but not essential – we value genuine customer service passion above all. However, be aware that past trauma may make some aspects of this role challenging.
The Details:
- Start date: ASAP
- Pay: $71,000 base + super
- Training: up to 4 weeks of incredible training
- Working Hours: Monday–Friday, rotating roster between 8am-6pm (8-4, 8:30-4:30, 9-5 shifts)
- Work Arrangement: On site to begin with and then moving to hybrid (1 day WFH)
- 2 x roles available: 1 x 10 month contract and 1 x 18 month contract
Join us for:
- Monday and Wednesday 10am company-wide huddles – Stay connected with leadership and the broader team
- Regular team celebrations – Lunches, EOFY parties, birthday celebrations, and team activities
- Comprehensive employee benefits – Access to Sonder EAP for you, friends, and family; easy access to nurses for health support; novated lease options
- Leadership that cares – Work with the team who have built strong, lasting relationships and genuinely invest in their people
- A culture of recognition – Your contributions are noticed, valued, and celebrated
Ready to Make a Difference?
If you're someone who wants to help people during life's most important moments and thrive in a supportive, team-oriented environment, we'd love to hear from you!
Apply now and bring your customer service passion to a company that genuinely values empathy, excellence, and making a positive impact every day.
Company
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