Customer Care Agent

Sydney, Australia | Full-Time, Permanent

Be the voice of Neilson for our customers.

Neilson Financial Services is a global life insurance distributor operating across the UK, Canada, Australia and New Zealand. With over 1,000 employees and more than 650,000 policies issued, we help families secure financial protection for their loved ones through locally based contact centres.

Since launching in the UK in 2012 and expanding into Canada in 2021, we entered the Australian and New Zealand markets in late 2024. In that time, Neilson ANZ has launched six brands across the funeral and life insurance markets and become the country's third largest direct distributor of life insurance. Now we're looking for a Customer Care Agent to join our growing Australian team.

About the role

In this role, you'll be the voice of Neilson for our policyholders, delivering outstanding service across all customer enquiries and post-sales requests. Through excellent communication skills, you'll handle a wide range of customer queries, predominantly via inbound and outbound calls.

This role will suit someone who thrives in a fast-paced, target-driven contact centre environment and takes genuine pride in helping customers navigate important financial decisions.

What you'll do

• Manage customer enquiries and requests effectively via phone and email

• Receive and resolve customer complaints at first contact, escalating where required

• Update policy details, process changes to cover, and handle cancellation requests

• Empathise with customers and confidently handle objections and queries to ease uncertainty or concerns

• Maintain accurate customer records and comply with regulatory requirements

• Adhere to processes and procedures for all service-related matters, escalating breaches as appropriate

• Contact customers to remediate failings identified by the quality assurance team

• Meet productivity and quality targets, contributing positively to team performance

What you'll bring

• Strong attention to detail with the ability to maintain accuracy under pressure

• Genuine empathy and a desire to go above and beyond for customers

• Ability to operate well in a target-driven environment while maintaining high quality and service

• Effective multitasking skills and the ability to manage competing priorities

• Willingness to embrace change in a fast-paced environment

• Passion for delivering outstanding customer service

Requirements

• Experience in a customer-facing role within financial services, or extensive experience in a customer service environment

• Excellent verbal and written communication skills, with a demonstrated ability to correspond with customers to a high standard

• Life insurance industry experience is a plus, but not essential

• Intermediate computer skills, including proficiency with Microsoft Office

What we offer

• A supportive team environment in a high-growth Australian business

• Ongoing training and professional development opportunities

• The chance to be part of a globally expanding life insurance company with a strong values-driven culture

Ready to be the voice of support our customers can count on? Apply now.

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.