Client Retention Specialist

div]:bg-bg-000/50 [&_pre>div]:border-0.5 [&_pre>div]:border-border-400 [&_.ignore-pre-bg>div]:bg-transparent [&_.standard-markdown_:is(p,blockquote,h1,h2,h3,h4,h5,h6)]:pl-2 [&_.standard-markdown_:is(p,blockquote,ul,ol,h1,h2,h3,h4,h5,h6)]:pr-8 [&_.progressive-markdown_:is(p,blockquote,h1,h2,h3,h4,h5,h6)]:pl-2 [&_.progressive-markdown_:is(p,blockquote,ul,ol,h1,h2,h3,h4,h5,h6)]:pr-8"> _*]:min-w-0 standard-markdown"> 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.