Retention Agent

Neilson Financial Services Limited; United Kingdom; On-site; GBP 25,000 - GBP 35,000; Full time

Job summary

A financial services company is seeking experienced Retention Agents to improve customer retention through effective communication and problem-solving. The successful candidates will handle inbound and outbound calls, discuss payment plans, and resolve customer issues with exceptional attention to detail. This role demands strong interpersonal skills and the ability to work under pressure. Candidates with experience in customer service and retention practices will thrive in this results-driven environment.

Qualifications

• Demonstrated ability to correspond verbally and in writing to high standards.
• Knowledge of practices and procedures in a retention-related environment.
• Ability to operate under pressure and meet deadlines.

Responsibilities

• Handle inbound and outbound calls to retain customers.
• Discuss and arrange payment plans and client requests.
• Record call notes for business documentation.
• Address customer complaints and concerns professionally.

Skills

Excellent communication skills

Attention to detail

Multitasking

Customer service skills

Problem-solving

Interpersonal skills

Intermediate computer skills

Tools

Microsoft Office

Job description

Retention Agent

We are looking for 3x experienced Retention Agents with excellent verbal communication skills and experience in handling both inbound and outbound calls. The successful candidate will have excellent attention to detail, be creative and solution focused; delivering high standards of service that NFS both expects and takes pride in. The ability to project the organisation’s professional image through excellent verbal communication, the Retention Agent 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.

• 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.

• 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 policy holder.

• Meet expected individual targets and contribute to business and team 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 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 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.

• Managing customer requests effectively and efficiently.

• Managing the delivery of customer correspondence within agreed company frameworks, timescales and deadlines.

For your application to be considered you will need:

• 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)