Are you a relationship-focused insurance professional who enjoys building trust, solving problems, and supporting clients through important decisions? This is an opportunity to join a well-established and growing business that supports Australia’s professionals with specialist life insurance solutions. In this role, you will manage a portfolio of existing policyholders, providing a high level of service across renewals, policy changes, retention, and general member support. You will be the first point of contact for many members, helping them understand their options and guiding them through changes to their cover with professionalism and care. About the Role You will be responsible for managing both inbound and outbound member contact, including: Proactively contacting members ahead of renewals to discuss options, upgrades, and amendments. Speaking with members regarding dishonoured payments, missed premiums, and payment arrangements. Re-engaging members who have requested cancellation or whose policies have lapsed. Assisting with policy upgrades, amendments, quotes, and applications. Providing inbound phone support and assisting during peak periods. Liaising with insurers to progress applications and resolve outstanding items. Maintaining accurate CRM notes, workflows, and member records. Supporting the broader life administration team as needed. Key Challenges Managing a sensitive, high-trust portfolio where service quality matters. Balancing retention, admin, and phone-based support in a fast-paced environment. Identifying opportunities to improve member outcomes while maintaining compliance. Building confidence with members who may be making complex or emotional decisions. Key Accountabilities Deliver outstanding service to existing policyholders. Retain and grow member relationships through proactive, accurate communication. Support renewal, dishonour, lapse, and upgrade activities. Ensure all notes, correspondence, and workflows are completed accurately and on time. Contribute ideas and insights to improve retention strategies and operational efficiency. About You Qualifications & Experience: Experience in customer service, account management, or a phone-based role. Experience in sales, retention, or financial services is highly regarded. Life insurance or broader insurance experience preferred. RG146 General Knowledge, Life Insurance and Superannuation preferred. A willingness to undertake RG146 qualifications as required (client sponsored) Skills & Personal Traits: Strong communication skills, both verbal and written. Professional, empathetic, and confident when handling sensitive conversations. Highly organised with strong attention to detail. Comfortable working independently and within a team. Proficient with CRM systems and administrative processes. Why Apply? Join a growing business with a strong reputation in their sector. Enjoy a role that combines service, relationship management, and commercial outcomes. Receive training and support in a specialist insurance environment. Be part of a team that values professionalism, care, and member outcomes. All applications will be treated in strictest confidence.
