We are looking for an experienced Retention Agent with excellent verbal communication skills and experience in handling both inbound and outbound calls. The successful candidate will have excellent attention to detail, be creative and solution focused; delivering high standards of service that NFS both expects and takes pride in. The ability to project the organisation’s professional image through excellent verbal communication, the Retention Agent will deal with a wide range of customer issues. The role will involve proposing appropriate solutions to retain NFS customers through outstanding service.

In this role you will:

• Perform calls to policyholders who have missed payments and make payment arrangements where required.
• Discuss, agree and arrange various client requests such as payment arrangements, sending policy details etc.
• Handle customer complaints that may arise on a retention call, escalating to complaints team where necessary.
• Record required call notes in relation to any work items handled, policy and/or payment changes to ensure the interaction is recorded accurately for business records.
• Provide clients with correct and accurate information.
• Respond to customer requests to cancel their policy and address any concerns they may have, sell policy benefits and use available retention tools to retain the customer as a policy holder.
• Meet expected individual targets and contribute to business and team targets ensuring all customer service, sales and cancellation queries are handled in a professional, results driven manner.
• Follow and apply quality assurance guidelines and compliance rules to all retention activities.
• Observe and provide general updates to management team around trends in relation to the reasons for customer cancellation.
• Learn and apply coaching and feedback from your manager to assist in meeting KPIs and expectations within the role.
• Communicate effectively and professionally with other departments such as Service, Claims and Sales.
• Keep up to date with any changes relating to Company Policies, processes and procedures.
• Log service desk requests with manager when experiencing system issues.
• Report any alleged agent misconduct and/or customer complaints to manager.
• Managing customer requests effectively and efficiently.
• Managing the delivery of customer correspondence within agreed company frameworks, timescales and deadlines.