Retention Specialist

1 month ago

Windsor, Windsor and Maidenhead, United Kingdom Neilson Financial Services Full time
Job Title: Retention Specialist

We are seeking an experienced Retention Specialist to join our team at Neilson Financial Services. As a key member of our customer service team, you will play a vital role in ensuring our policyholders receive exceptional service and support.

Key Responsibilities:
  • Perform calls to policyholders who have missed payments and make payment arrangements where required.
  • Discuss, agree, and arrange various client requests such as payment arrangements, sending policy details, and addressing customer complaints.
  • Record required call notes in relation to any work items handled, policy, and/or payment changes to ensure accurate business records.
  • Provide clients with correct and accurate information.
  • 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 policyholder.
  • Meet expected individual targets and contribute to business and team targets, ensuring all customer service, sales, and cancellation queries are handled in a professional, results-driven manner.
  • Follow and apply quality assurance guidelines and compliance rules to all retention activities.
  • Observe and provide general updates to the management team around trends in relation to the reasons for customer cancellation.
  • Learn and apply coaching and feedback from your manager to assist in meeting KPIs and expectations within the role.
  • 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.
  • Report any alleged agent misconduct and/or customer complaints to manager.
  • Manage customer requests effectively and efficiently.
  • Manage the delivery of customer correspondence within agreed company frameworks, timescales, and deadlines.
Requirements:
  • 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 while maintaining a high level of quality and service.
  • Intermediate computer skills (Microsoft Office).
What We Offer:
  • A competitive starting salary of £27,500 plus commission.
  • Exceptional training – giving you all the tools to succeed throughout your NFS career.
  • Option of hybrid working after 3 months.
  • An amazing bunch of people that genuinely want to support you and celebrate your wins.
  • Incentives & rewards – Amazon & Love to Shop vouchers, Go Pros camera, TVs, Pizzas, Echo Dot, Apple Watch, Sonos speaker, and iPad to name a few.
  • We work hard but we know how to have fun too; we have regular theme days and charity events for all to enjoy.
  • Fancy a morning brew? We have that covered – Tea, coffee, and milk provided.
  • Life Assurance from day 1 so you are protected too.
  • Employee Assistance Programme to help and support with life stuff.
  • We have plenty of local discounts for coffee outlets, restaurants, cinemas, and gyms and more.
  • Free fruit, Flu Vaccinations, Cycle to work scheme, Eye Test/Glasses Vouchers, looking after your wellbeing.
  • Enhanced Maternity and Paternity pay.
  • Pension & 23 days holiday.

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