Customer Retention Specialist

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey. Cultivate Recruitment – Auckland, North Island Help Kiwis keep their life insurance cover in place when times get tough. A people-focused, solutions-driven role where you'll make a real difference. 9-month FTC | WFH 4 days | Auckland CBD. Work-from-home opportunity - 1 day in Office | Auckland CBD Own the customer relationship from first contact to resolution Risk insurance background essential; intermediate to advanced Excel a must Close to public transport options with the CBD Help Kiwis keep their life insurance cover in place when times get tough. A people-focused, solutions-driven role where you'll make a real difference. 9-month FTC | WFH 4 days | Auckland CBD. Work-from-home opportunity - 1 day in Office | Auckland CBD Own the customer relationship from first contact to resolution Risk insurance background essential; intermediate to advanced Excel a must Close to public transport options with the CBD About the Role: This is a phone-based retention role with a leading New Zealand life insurer, where you'll help customers keep their protection in place through life challenges that impact their ability to pay premiums. You'll work in partnership with advisers and internal business managers to find the best outcome for the customer and the business. Each customer stays with you for a minimum of three months, so you'll genuinely own the relationship from first contact through to resolution. Your day-to-day will include: Proactively contacting customers in arrears to understand their situation and offer workable solutions Handling inbound conversations from customers wanting to cancel, working to retain the policy where possible Applying retention tools such as payment plans, premium holds, deferrals and hardship support like counselling services Building well-reasoned justifications for exceptions when a case sits in the grey area Maintaining caseload spreadsheets and contributing trend insights to the wider team About you: Ideally, you bring knowledge of risk insurance products (life, disability, trauma, income protection), gained in a New Zealand or comparable life insurance environment, with enough depth to understand policy structures, benefits and the implications of changes for customers. OR Experience in a phone-based retention role, ideally within life insurance, financial services or credit/collections, where conversations involve money, affordability and sensitive customer circumstances. Intermediate to advanced AND Excel skills are non-negotiable, including the ability to maintain, update and run reports from spreadsheets. Critical behaviours for success: Solutions-focused with commercial judgement, balancing customer circumstances with what's right for the business Genuine empathy and customer‑centric communication, especially with people under financial pressure Resilience and composure across a high volume of emotionally loaded conversations A collaborative team player who shows up, shares learnings and adds to team culture Proven ability to work effectively with customers, advisers and internal stakeholders Why You’ll Love It Here: You’ll make a real difference for New Zealanders at a difficult moment, helping customers keep cover in place through financial hardship rather than simply processing cancellations. There's genuine variety and intellectual interest in the work; every customer situation is different, and you're trusted to think, problem‑solve and shape the outcome rather than follow a rigid script. You'll join a supportive, high‑performing team with a strong sense of humour and a manager known for backing her people, trusting their judgement. Enjoy real flexibility that suits how people actually want to work Predominantly work-from-home arrangement WFH 4 days a week! A rare opportunity these days! One anchor day in the Auckland office each Wednesday to connect with the team Competitive salary Auckland CBD - close to all transport options About the Organisation: This is one of New Zealand's established life insurance providers, protecting Kiwis and a clear purpose centred on doing the right thing for customers and communities. The organisation holds strong financial credentials and is recognised for its commitment to supporting customers through tough situations, including hardship relief and wellbeing support services. We believe diversity is vital to a healthy, high‑performing workplace. That’s why we’re committed to delivering a psychologically safe recruitment experience. One that uncovers and celebrates your strengths. If traditional hiring processes don’t bring out your best let us know. We want you to shine, not shy away. #J-18808-Ljbffr