Retention Agent

**Job Role**:
We have a rare and exciting opportunity within our retention team We are looking for a Retention Agent with excellent verbal communication skills and experience in handling both inbound and outbound calls. In this role you will deal with a wide range of customer issues. The role will involve proposing appropriate solutions to retain NFS customers through outstanding service.

**In this role you will**:

- Perform calls to policyholders who have missed payments and make payment arrangements where required.
- Perform calls to customers who have previously held a policy with us, providing an up to date option to meet their current situation and help them get back on cover.
- Discuss, agree and arrange various client requests such as payment arrangements, sending policy details etc.
- Handle customer complaints that may arise on a retention call, escalating to complaints team where necessary.
- Record required call notes in relation to any work items handled, policy and/or payment changes to ensure the interaction is recorded accurately for business records.
- 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 policy holder.
- Observe and provide general updates to management team around trends in relation to the reasons for customer cancellation.
- 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.
- Managing the delivery of customer correspondence within agreed company frameworks, timescales and deadlines.
- 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 whilst maintaining a high level of quality and service
- Intermediate computer skills (Microsoft office)

**Why should you choose Neilson?**
- Excellent base salary of £25,000 + commission
- Option of Hybrid working
- Free fruit, Flu Vaccinations, Cycle to work scheme, Eye Test/Glasses Vouchers, looking after your wellbeing
- Good central location
- just 5 minutes away from Windsor Station