Client Retention Specialist

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.

• 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.

• →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.

• 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.