Customer Retention Specialist

Customer Retention Specialist Help customers protect what matters most. Use your communication, problem-solving and relationship-building skills to retain valuable insurance cover and deliver positive customer outcomes. APPLY NOW Help New Zealanders protect what matters most! At Partners Life, we're one of New Zealand's largest life and health insurance providers, helping thousands of Kiwis protect their financial future. As part of the global Daiichi Life Group, we're continuing to grow, innovate, and challenge the status quo in the insurance industry. We're looking for a passionate and customer-focused Retention Specialist to join our Customer Retention team. This is more than a customer service role. You'll play a critical part in helping customers maintain valuable insurance protection when they are considering reducing or cancelling their cover. Through meaningful conversations, problem solving, and customer advocacy, you'll help customers understand their options and find solutions that meet their needs. If you're passionate about helping people, enjoy building trust, and thrive on finding positive outcomes in complex situations, we'd love to hear from you. About the Opportunity As a Retention Specialist, you'll be the first point of contact for customers who are reviewing, changing, or considering cancelling their insurance cover. Using your listening skills, empathy, and problem-solving ability, you'll work with customers to understand their circumstances and guide them through available options. Your goal is to help customers make informed decisions while delivering excellent customer experiences and supporting long-term customer retention. This is a customer-facing role involving both inbound and outbound conversations, alongside administration and collaboration with advisers and internal teams. What You'll Be Doing Engaging with customers who are considering reducing or cancelling their insurance cover. Understanding customer circumstances and identifying appropriate solutions that support retention and positive customer outcomes. Educating customers on the value of their insurance cover and the options available to them. Supporting customers experiencing affordability challenges or changing life circumstances with empathy and care. Building trust and long-term customer relationships through exceptional service and communication. Working closely with advisers and internal teams to deliver seamless customer experiences. Managing inbound and outbound customer interactions while maintaining compliance with business rules and regulatory requirements. Accurately documenting customer interactions and maintaining policy records. Contributing to continuous improvement initiatives and identifying opportunities to enhance customer outcomes. About You You'll bring a genuine passion for helping people and delivering outstanding customer experiences. You may come from insurance, banking, financial services, customer retention, contact centre, claims, collections, or another customer-focused environment where you've developed strong communication and relationship management skills. Ideally, you'll have: Experience in a customer-facing role involving phone-based and written interactions. Exceptional communication and active listening skills. The ability to build rapport and establish trust quickly. Strong problem-solving and decision-making capabilities. Confidence navigating sensitive or challenging customer conversations. Resilience and adaptability in a fast-paced environment. Excellent attention to detail and administration skills. Strong computer literacy and the ability to learn new systems and processes. A collaborative approach and commitment to delivering positive outcomes for customers and colleagues. Previous experience within insurance, banking, finance, or retention-focused roles will be highly regarded, but is not essential. Why Join Partners Life? At Partners Life, we believe our people are our greatest asset and are proud to invest in their growth, wellbeing and success. As part of our team, you’ll have access to a range of benefits, with eligibility varying by benefit and employment type: Comprehensive training and ongoing support Genuine learning and development opportunities Participation in our discretionary bonus scheme after 12 months’ service (permanent employees only) Life insurance and income protection covers at our cost, plus discounted medical insurance (permanent employees only) Birthday leave (where eligible) Long service leave (permanent employees only) Parental leave salary top-up, reduced hours options and secondary parental leave (permanent employees only) Flexible hybrid working arrangements (where eligible) A modern office with stunning views in the heart of Takapuna. Apply Now If you're looking for a meaningful career where you can make a difference every day, we'd love to hear from you. Join a team that helps New Zealanders protect what matters most while building a rewarding career with one of New Zealand's leading life and health insurers. Applicants must have the legal right to work in New Zealand. Please note that we are not engaging recruitment agencies for this opportunity. Department Operations - Retention (ORETEN) Location Auckland Office Remote status Hybrid