Client Retention Specialist

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• Be Part of a Supportive Team & Make a Real Difference in People's Lives!

As a Client Retention Specialist, you'll help customers navigate important decisions about their insurance, providing support, guidance and solutions that deliver positive outcomes. This is a role for someone who enjoys meaningful conversations, can think critically and takes pride in delivering outstanding service.

Why You'll Love This Role:

Permanent position with real career growth – Join a genuinely supportive company that values and develops its people.

No sales pressure – Focus purely on helping customers with their existing life insurance policies and claims.

Competitive salary – $71K base + super

Fantastic location – Work in Sydney CBD, directly across from Town Hall station.

Customer-centric culture – Be part of a loving, supportive environment that celebrates team wins and individual milestones.

Coaching-focused leadership – Work under the Head of Client Services, who is committed to your development and success.

What You'll Be Doing:

Handling inbound customer calls and emails with urgency, empathy, and professionalism.

Answering policy questions and helping customers feel confident about their life insurance decisions.

Supporting customers through difficult conversations with compassion – including those who have lost loved ones.

Providing accurate, helpful information while following clear scripted conversations.

Keeping detailed records of customer interactions to ensure continuity of care.

Working towards team KPIs including answering 90% of calls within 20 seconds.

Participating in ongoing training to stay across products and compliance standards.

Contributing to the company's supportive team culture where everyone is valued.

What We're Looking For:

Genuine passion for customer service – Experience in customer service, contact centres, retention or support environments

Clear English communication skills – You can articulate complex information clearly and effectively.

Emotional resilience – You can handle sensitive, emotionally challenging conversations with grace and empathy.

Contact centre experience highly desirable – Phone-based customer service background is a strong advantage.

Australian resident with valid work rights – Visa holders cannot be considered at this time.

A team player – You thrive in collaborative environments and want to be part of a tight-knit, supportive culture.

Important Note: Life insurance experience is beneficial but not essential – we value genuine customer service passion above all. However, be aware that past trauma may make some aspects of this role challenging.

The Details:

Start date: ASAP

Pay: $71,000 base + super

Training: up to 4 weeks of incredible training

Working Hours: Monday–Friday, rotating roster between 8am-6pm (8-4, 8:30-4:30, 9-5 shifts)

Work Arrangement: On site to begin with and then moving to hybrid (1 day WFH)

2 x roles available: 1 x 10 month contract and 1 x 18 month contract

Join us for:

Monday and Wednesday 10am company-wide huddles – Stay connected with leadership and the broader team

Regular team celebrations – Lunches, EOFY parties, birthday celebrations, and team activities

Comprehensive employee benefits – Access to Sonder EAP for you, friends, and family; easy access to nurses for health support; novated lease options

Leadership that cares – Work with the team who have built strong, lasting relationships and genuinely invest in their people

A culture of recognition – Your contributions are noticed, valued, and celebrated

Ready to Make a Difference?

If you're someone who wants to help people during life's most important moments and thrive in a supportive, team-oriented environment, we'd love to hear from you!

Apply now and bring your customer service passion to a company that genuinely values empathy, excellence, and making a positive impact every day.