Retention Agent

Posted 35 months ago
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Job Role

We have a rare and exciting opportunity within our retention team! We are looking for a Retention Agent with excellent verbal communication skills and experience in handling both inbound and outbound calls. In this role you 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.
  • Perform calls to customers who have previously held a policy with us, providing an up to date option to meet their current situation and help them get back on cover.
  • 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.
  • 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.
  • 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.
  • 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.
  • Managing the delivery of customer correspondence within agreed company frameworks, timescales and deadlines.

For you 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)

Why should you choose Neilson?

  • Excellent base salary of £25,000 + commission
  • Option of Hybrid working
  • Free fruit, Flu Vaccinations, Cycle to work scheme, Eye Test/Glasses Vouchers, looking after your wellbeing!
  • Good central location- just 5 minutes away from Windsor Station

About Us



Company Info

We are a Life insurance provider who offers a wide range of first class Life insurance products via multiple direct brands and corporate partnerships.

We believe in offering our customers straightforward life insurance. We aim to provide a comprehensive range of innovative products and deliver exemplary service levels to our customers and corporate partners, providing a consistently high quality, fully integrated customer experience.

We’ve been awarded Feefo’s top rating, the Trusted Merchant Gold Award, for our outstanding customer service. We’ll give you all the expertise and support so you can be outstanding in whatever you choose to do.