Job Description - Customer Retention Specialist (2400005P)
Job Description
Customer Retention Specialist - ( 2400005P )
Description
Are you committed to bringing your best to life every day?
At MLC Life Insurance, we're proud of our history of protecting Australians for over 135 years. We provide flexible, affordable, and innovative insurance products to almost 1 million Australians. We're Australian-led and managed, and part of a global network through our partnership with one of the world's leading life insurers, Nippon Life Insurance Group.
We're driven by a powerful purpose, providing our customers and their families with a Promise for Life to be there when they need us most - and that's a great purpose to bring us together at work every day.
We work hard to deliver a total customer experience that keeps our customers and partners at the forefront of all our decisions. We're a values-driven business that strives for high performance and growth as we look towards the future.
The Role We currently have an opportunity within our Retention and General Advice team as a Loyalty Associate. Working within this collaborative team, your primary responsibility will be supporting our customers with inbound and outbound calls.
You will support and educate customers who are at risk of lapse or cancellation of their policy. You will also provide quotes on existing cover.
In this role, you will:
Have engaging conversations with clients to ensure their level of cover is adequate for their personal circumstances; Build relationships with customers to educate and provide solutions tailored to address their concerns; Identify customer needs through appropriate questioning techniques to determine motivation; Provide help for customers who are going through financial hardship Appropriately apply relevant offers to improve loyalty outcomes and meet customer needs; Ensure compliance with external legislation, company standards and internal operating policies and procedures; and Proactively work with your team to achieve business outcomes through building relationships. This opportunity has a rotating fortnightly roster Monday to Friday from 8.30am to 5pm and 9.30am to 6pm.
About you To be successful in this role you will be someone who thrives working in a fast-paced environment. You will be customer and solutions focused and show genuine empathy. You will have a resilient mindset which helps guide our customers through a diverse range of situations and ensure the customer journey is engaging, supportive and in line with company processes.
You will also have:
Previous customer service experience in a contact centre environment. Experience in a similar retention or loyalty role.Strong verbal and written communication skills. Bringing our best to life - why join us? We do work that makes a genuine difference to our customers, partners and community. We have a supportive, inclusive and flexible team culture, including hybrid working. We support your growth and development, and careers across our business units and teams that are as unique as our people. We reward and celebrate our successes, through our incentive and recognition programs. We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave and our Family Life hub. We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our sustainability commitments. Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.
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