Jobs in Canada

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Added 7 mins ago
YC
forklift operator
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Added 13 mins ago
FB
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Added 13 mins ago
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Added 16 mins ago
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Added 16 mins ago
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Added 27 mins ago
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Added 27 mins ago
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Neilson Financial Services

Retention Advisor

Toronto, ON, Canada

Base Salary Range: $55,000- $60,000 · Full-time

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Job details

Pay: Base Salary Range: $55,000- $60,000
Job type: Full-time
Apply by: Nov 6, 2026
Posting language: English
Posted: Oct 7, 2026

Original job description

At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.

Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as Cover Direct and Seniors Choice.

We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia in addition to our UK operations based in Windsor, Ashford and Hull.

As a Retention Advisor, your primary responsibility will be to engage with existing customers to renew and retain their services. You will play a crucial role in understanding customer needs, addressing their concerns, and ensuring a high level of satisfaction to foster loyalty and retention.

Responsibilities

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.

Qualifications

Must be LLQP Licensed
Excellent communication, interpersonal skills with a demonstrated ability to correspond both verbally and written to exceptionally high standards
High level of attention to detail!
Knowledge of practices and procedures in a retention related environment
A hands on, common sense approach to day to day work related matters
Ability to operate well under pressure and within deadlines
Ability to multitask effectively whilst maintaining a high level of quality and service
Intermediate computer skills (Microsoft office)

Base Salary Range: $55,000- $60,000

This posting is intended to fill an existing vacancy, with a headcount requirement of 3 positions.

Additional Information

If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you!

Accessibility For Job Applicants

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.

We use AI to assist with parts of our screening process and for interview note-taking. All hiring decisions are made by humans.

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More about this job

Responsibilities

Contact policyholders about missed payments, handle service requests and complaints, and address cancellation requests by explaining policy benefits and using retention tools. Maintain accurate records, meet individual and team targets, follow quality and compliance requirements, and coordinate with other departments.

Requirements

Must hold an LLQP license and have strong verbal and written communication skills, attention to detail, and knowledge of retention practices and procedures. The role also requires the ability to work under pressure and to deadlines, multitask while maintaining service quality, and use Microsoft Office at an intermediate level.

Skills

Customer Retention
Customer Service
Sales
Payment Arrangements
Complaint Handling
Policy Administration
Written Communication
Verbal Communication
Attention To Detail
Time Management
Multitasking
Working Under Pressure
Quality Assurance
Regulatory Compliance
Microsoft Office
LLQP Licensing

Visa sponsorship

Not detected in the job text

Keywords

LLQP License
Life Insurance
Customer Retention
Policyholders
Missed Payments
Payment Arrangements
Policy Details
Policy Cancellation
Retention Tools
Customer Complaints
Customer Service
Sales
Quality Assurance
Compliance
Call Notes
Customer Correspondence
Microsoft Office
Service Desk Requests
Key Performance Indicators
Claims
Policy Administration

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