Customer Retention Specialist

Grow your Career | Collaborative Team Culture | Competitive Salary plus Commissions

Industry: Life Insurance

Location: North Sydney

Salary: Highly competitive salary

Who We Are:

Life Insurance Direct helps protect Australian families—and we’ve been redefining life insurance for over 20 years. We’re a fast-moving, industry-leading broker and a three-time Product Review award winner.

Our mission is to be the leader in informing, protecting and providing for Australian families. In a constantly changing market, we stay ahead by focusing on the customer outcome at the centre of everything we do.

Why Join Us:

• Highly competitive salary
• A supportiveandcollaborative working environment with strong company values
• North Sydney CBD location – only a 10 minute walk from the train station or Metro
• Hybrid Flexibility available after training complete
• Comprehensive training program with continuous development
• Excellent learning culture with strong team and mentor support
• Monthly Bonus/Commissions
• Genuine career development opportunities
• Social activities and events
• Monday-Friday– no weekend work

You Might Be:

Looking for a role to further develop your Insurance or Financial Services career

Looking to join a passionate and collaborative team who will support you

Looking to bring your Retentions skills into a new industry

What You Will Do:

As a Customer Retention Specialist you will pro-actively contact Life Insurance Direct clients during key policy lifecycle events, to ensure that the customer’s policy remains in-force, feasible and aligned to their requirements. You will be responsible for creating a seamless experience for customers through every interaction in a way that will exceed their expectations.

• Proactively engage customers via outbound calls regarding overdue payments and cancellation risks
• Retain existing clients by addressing concerns and delivering tailored solutions
• Manage policy updates, amendments, and cancellations efficiently
• Liaise with insurers to secure retention discounts and alternative solutions
• Handle payment dishonours and overdue notifications with a customer-first approach
• Identify and mitigate retention risks before escalation
• Support customers in setting up new or revised insurance policies
• Engage customers at key lifecycle touchpoints to provide support and outline available options
• Clearly articulate the value of insurance products and LIDA solutions
• Offer flexible payment solutions to improve retention outcomes
• Identify and act on retention opportunities through effective pre-qualification
• Action customer contact lists within defined service level agreements (SLAs)
• Accurately record all interactions in the CRM system
• Ensure all activities are compliant with company policies and relevant industry regulations
• Consistently meet or exceed individual KPIs
• Provide feedback on customer trends and opportunities for process improvement
• Manage competing priorities with urgency, professionalism, and a client-first minds
• Contribute to additional projects and business initiatives as required

About You:

Experience and Skills

• Proven experience in retentions, insurance, financial services, or related industry
• Telesales or Telemarketing, Call Centre experience (inbound or outbound)
• Call centre systems experience
• Problem solving & customer needs analysis
• Excellent verbal and written communication skills
• Strong customer service and negotiation skills
• A passion for problem solving and offering solutions
• High level of self-motivation to achieve performance targets and business goals
• The energy to work in a dynamic and fast-paced environment
• Excellent attention to detail, and strong organisational skills
• Positive attitude and work ethic