Neilson Financial Services is a recruitment firm serving the financial services sector, with an online careers and candidate platform supporting hiring activity across the UK and Ireland, Australia, Canada, and the United States. The platform enables employer and candidate interactions, provides data and privacy controls, and uses Teamtailor to manage vacancies and applications.
Customer Service Agent | Sydney Hybrid
Support Australian life insurance policyholders through phone and email from Neilson Financial Services’ Sydney contact centre. Handle enquiries, complaints, policy updates, and cancellation requests while delivering accurate, empathetic service.
Description
- Handle customer enquiries and requests by phone and email
- Resolve complaints at first contact, escalating cases when necessary
- Update policy information and process changes to customers’ cover
- Process policy cancellation requests
- Use empathy to address objections, questions, and customer concerns
- Keep customer records accurate and meet regulatory obligations
- Follow service procedures and escalate process breaches appropriately
- Contact customers to resolve issues identified through quality assurance reviews
- Achieve productivity and quality targets while supporting strong team performance
Requirements
- Customer-facing experience in financial services or substantial experience in a customer service role
- Strong written and verbal communication skills
- Ability to communicate with customers to a consistently high standard
- High attention to detail and accuracy under pressure
- Authentic empathy and a commitment to exceeding customer expectations
- Capacity to work toward performance targets without compromising service quality
- Strong multitasking skills and the ability to balance competing priorities
- Adaptability in a fast-moving environment
- Clear commitment to delivering excellent customer service
- Life insurance experience is advantageous but not required
- Intermediate computer skills, including Microsoft Office proficiency
Benefits
- Option to work from home two days per week after training and probation
- Collaborative team environment within a rapidly growing Australian business
- Ongoing training and professional development
- Free lunches
- Comprehensive initial training
- People-first workplace culture