Customer Service/Retention Agent - Earn bonuses for excellent customer service!

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 27th July 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, we’re growing our Retention team — the people who protect our customers after the policy is in place.

Why join us?

This is a chance to make a real difference in customers’ lives while building a long-term career in a fast-growing business.

• 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. You’ll 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.

Why join us?

• Free lunches – enjoy your lunch on us every Wednesday and Friday!

• Celebrating success – Regular staff sales incentives, as well as quarterly recognition awards for outstanding performance and our end-of-year gala with a $5,000 grand prize draw

• Barangaroo location – run past the Opera House before work, explore Darling Harbour’s food scene or shop Pitt Street Mall on your break

• No experience required – we offer structured training to set you up for success, but we ask that you come in driven and motivated to hit results

• Clear career progression – we’ve already seen double promotions for numerous people over the year! Each promotion earns a further salary increase.

• Generous bonus structure – our monthly bonus structure rewards and recognises your continued progression and improvement as a sales specialist.

• Welcoming and diverse team culture – work alongside people from all backgrounds in a high-performing, supportive environment

What you’ll 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 we’re looking for

• Clear, confident communicators who genuinely enjoy helping people

• Strong empathy and emotional intelligence, particularly in financial conversations

• A problem-solving 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 customer-facing 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 you’re motivated by improvement, ownership, and helping customers make confident decisions, you’ll 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.