Client Retention Specialist
Core
Support customers with existing life insurance policies and claims, providing guidance and solutions during critical life events.
Role type
Client Retention Specialist (Contact Centre)
Builds
Customer confidence and retention for life insurance products
Domain
Insurance / Financial Services
Deliverable
client delivery
Required skills
Customer service, contact centre operations, handling inbound calls and emails, policy knowledge, emotional resilience, data recording, KPI management
Preferred skills
Life insurance experience, Australian residency
Technologies
Contact centre systems, CRM tools
Responsibilities
Handle inbound customer calls and emails with urgency and empathy; Answer policy questions and guide customers on life insurance decisions; Support customers through difficult conversations including bereavement; Provide accurate information following scripted conversations; Maintain detailed records of customer interactions; Meet team KPIs such as answering 90% of calls within 20 seconds; Participate in ongoing product and compliance training