About Resolution Life

At Resolution Life, we are resolutely committed to protecting the financial futures entrusted to us.

For customers, advisers, companies and the industry, we are making an impact worldwide.

Resolution Life is a global life insurance group focusing on reinsurance and the acquisition and ongoing management of portfolios of life insurance policies.

Resolution Life Australasia, manage ~$30 billion in assets, service over 1 million customers with superannuation, investments and life insurance policies and have over 1000 employees across Australia and New Zealand.

Why us?

We are committed to providing our customers with peace of mind that their life insurance, superannuation, and investment policies are in safe and trusted hands for the long term, through providing quality investment management, competitive premiums and excellent customer service.

We are one of the first life insurers globally to operate in an entirely Enterprise Agile environment and have a contemporary 100% cloud-based technology offering.

The Opportunity         
 

Are you ready to make a significant impact in a fast-paced environment where customer relationships are key? Join us as a Customer Retention Specialist and take charge of driving retention through proactive inbound and outbound engagement. Your role will be central to fostering positive customer experiences and building lasting loyalty by providing expert advice on our range of life insurance products. Utilizing your emotional intelligence, you'll adeptly handle inquiries and concerns, ensuring every interaction meets the unique needs of our clients.
 

As Customer Retention Specialist, you'll be instrumental in clarifying complex information, empowering customers to make informed decisions about their policies. You'll also play a crucial role in resolving complaints promptly and professionally, using your problem-solving skills and empathy to turn challenges into opportunities for enhancing customer trust. In this role, your insights from customer feedback will drive continuous improvement in our retention strategies, collaborating closely with team members to implement effective changes.
 

If you thrive on delivering exceptional service in a dynamic team environment, where high volumes of work are the norm, this is the perfect opportunity for you to grow and excel. Engage in regular team meetings, training sessions, and developmental activities aimed at refining your skills and elevating our customer experience standards. Ready to embark on a rewarding journey where your contributions directly impact customer satisfaction and retention? Apply now and join us in shaping the future of customer solutions!
 

This role offers a Permanent full-time contract and embraces flexible working arrangements. You'll have the freedom to work remotely, with occasional office attendance required on an ad hoc basis, ensuring a harmonious balance between business needs and personal flexibility.
 

Your Story 
 

RLA has adopted agile ways of working, providing a flexible environment for individuals to make a significant contribution to our success through the application of their skill and experience. To thrive in this environment ideally a candidate has the following attributes:

• Handle high volume inbound and outbound calls, emails, and other communication channels to provide exceptional customer experience and retention support to clients.
• RG146 qualification mandatory (Tier 1 Generic Knowledge, Tier 1 Superannuation, Tier 1 Life Insurance, Tier 1 Managed Investments)
• Previous experience in a customer retention-based role, ideally in a fast-paced contact centre environment
• Utilize emotional intelligence to understand customer needs, concerns and challenges, and provide general advice solutions that meet their individual needs.
• Act as a subject matter expert on all life insurance products and services offered by the company, clearly explaining complex information in a clear and concise manner to customers.
• Investigate and resolve customer complaints and inquiries in a timely and professional manner, utilizing problem-solving skills and emotional intelligence to diffuse difficult situations and build customer trust
• Use customer feedback to identify areas for improvement in the retention process and work collaboratively with team members to implement changes to process.
• Participate in team meetings, training sessions, and other activities to improve performance, enhance customer experience and retention.
• Agile ways of working experience
• Experience with using multiple systems and different types of technology, soft phone telephony systems such as AWS or similar.

Critical Skills
At Resolution Life, we have identified the following critical skills which are key to success in our culture: 

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analysing data and problem-solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals. 
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions. 
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

What Will We Do For You:

Our culture underpins our values and guides our decision making. It's also what makes Resolution Life a great place to work.

Resolution Life Australasia supports virtual working, and our enduring primary place of work continues to be “virtual” with the physical office and home office used interchangeably. We recognise that our workers can contribute and connect equally regardless of where they are located, and we have seen and experienced the wellbeing and benefits that come from working at home. This means some of us work at home most of the time, in the office most of the time or a balanced mix.

Every day is an opportunity to grow – and we hope to offer our people a career, not just a job. 

The learning and development opportunities we offer include supporting the completion of executive-level short courses, access to leading online learning tools, on the job training, and mentoring by highly experienced business leaders.

Join us

Before commencing employment in this role you will need to provide two references, full working rights and complete police and credit checks through an online provider.

As an equal opportunity employer strongly committed to working in a diverse and inclusive workforce you will be provided with any support or accessibility requirements throughout your interview process. Please feel free to contact our Talent Team directly at [email protected]. 

Privacy Policy

Please refer to our Privacy Policy to learn about how we use the information you give us, alternatively you can view the same information by navigating to the page https://www.resolutionlife.com.au/privacy.