Client Retention Specialist

About this role

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.

----------------------------------------