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Location: Sydney CBD (Barangaroo) Employment type: Full-time, permanent Base Salary: $65,000 + Super On-Target Earnings: $78,000 $91,000 in your first year (with Super on top) Start date: Monday 18 May 2026 At Neilson Financial Services Australia & New Zealand, our purpose is to support and protect what matters most to our policyholders and their families. Through life and funeral insurance, we help provide peace of mind, ensuring loved ones are financially supported and funeral expenses are covered when it matters most. Since launching locally in late 2024, we have rapidly grown our Australian business, expanded multiple brands across Australia and New Zealand, and built a high-performing team backed by the strength and stability of a trusted global organisation. As a global organisation, we are committed to treating our policyholders with respect and understanding. We strive to support their individual needs by offering flexible payment structures and a range of support options when they need it most, helping them maintain protection for their loved ones. Within Retention, our focus is to listen, understand, and support our valued policyholders, working with them to find the right solutions to help them keep their cover in place. Now, were growing our Retention team the people who protect our customers after the policy is in place. Why join us? Help protect what matters most have meaningful conversations that help policyholders continue supporting the people who depend on them Excellent team dynamic supportive, collaborative, and high-performing culture Perks that matter enjoy free lunches every Wednesday and Friday (yes, lunch is on us) Grow your career, not just your role clear development pathways where performance, improvement, and ownership are recognised and rewarded Prime Barangaroo location work from a modern CBD office, close to transport, great food, and harbour views Security + opportunity permanent role in a fast-growing Australian business with strong global backing Working hours & roster This is a full-time, office-based role with shifts rostered between 7:00am and 7:00pm, Monday to Friday. Youll work on a rotating roster as part of a collaborative team serving customers across Australia and New Zealand. Shifts are allocated fairly to ensure balance across the team. What youll be doing Speak with existing customers over the phone to understand their concerns Identify potential cancellations early and offer tailored, suitable solutions Explain payment options and product value clearly and confidently Support customers to make informed decisions that keep their policies active Deliver every interaction with empathy, professionalism, and compliance in mind Accurately document conversations and outcomes in our CRM Work towards individual and team retention and quality targets Collaborate with internal teams to ensure a seamless customer experience What were looking for Clear, confident communicators who genuinely enjoy helping people Strong empathy and emotional intelligence, particularly in financial conversations A problemsolving mindset with sound judgement Comfortable working to performance, quality, and compliance standards A strong sense of ownership and accountability for outcomes Resilient, coachable, and motivated to continuously improve Previous call centre or customerfacing experience is helpful, but not essential Who thrives here This role suits people who want to be challenged, take pride in their performance, and value feedback and development. If youre motivated by improvement, ownership, and helping customers make confident decisions, youll thrive in our Retention team. Accessibility For Job Applicants We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation. Equal Opportunity Employer Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture. #J-18808-Ljbffr