Retention Agent

Start Date: January 2027

Hybrid working: (after training)

Starting Salary: £27,500 plus commission

What we’re looking for:

• Clear, confident communicators who enjoy helping people

• Experienced in handling inbound and outbound calls, with excellent verbal communication skills

• Detail-oriented with a high level of accuracy in record-keeping

• Solution-focused and creative in resolving customer issues

• Resilient, positive, and commercially motivated

• Previous experience in retention, customer service, or sales environments is desirable

What you’ll be doing:

• Contacting policyholders who have missed payments and arranging payment solutions

• Handling customer requests, including payment arrangements and sending policy details

• Responding to cancellation requests and using retention tools to retain customers

• Handling and escalating customer complaints where necessary

• Recording call notes accurately, including policy or payment changes

• Meeting individual and team targets in a professional, results-driven manner

• Applying quality assurance and compliance rules to all retention activities

• Reporting trends, customer complaints, and agent misconduct to management

• Communicating effectively with other departments such as Service, Claims, and Sales

What you get from us:

• Competitive base salary plus commission

• Structured training to give you all the tools to succeed throughout your NFS career

• Incentives & rewards including Amazon & Love2Shop vouchers, GoPro cameras, TVs, pizzas, Echo Dots, Apple Watches, Sonos speakers, iPads, and more

• Life Assurance from day one

• Employee Assistance Programme for personal and professional support

• Flu vaccinations, cycle-to-work scheme, eye test and glasses vouchers, and free fruit to support wellbeing

• Enhanced maternity and paternity pay

• Pension scheme and 23 days holiday plus bank holidays

• A team-spirited culture with regular theme days, charity events, and celebrations for achievements

At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia

If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you!

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.