Cancellations & Retention Consultant (Insurance)

Who are we? 

We are the leading online platform for comparing and buying business insurance. 

Not to toot our own horn, but we’re shaking things up in the SME business insurance market! We’re all about making it easy and efficient for small businesses to get the perfect coverage they need to stay protected. Say goodbye to headaches and hello to hassle-free insurance! 🚀

Role Purpose: Reporting to the Customer Value Team Leader, your main purpose is to Provide an excellent customer service to both our customers. As a Cancellations Consultant, you are expected be able to problem solve and resolve customer enquiries in line with BizCover’s processes and procedures.  

• Providing all customers with an outstanding experience, being responsible for maintaining a high level of professionalism with clients and team members and working to establish a positive rapport with every caller  

• Responding to customer cancellation enquiries, including telephone calls, SMS’s, emails and cases to learn about and address their needs, complaints, or other queries.  

• Work to set customer experience milestones by responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.  

• Achieving a high CSAT score. Internalize customer feedback and provide innovative ideas to meet future needs.  

• Maintaining customer records by updating account information  

• Understanding and striving to meet or exceed the Customer Fanatic team metrics while providing excellent, consistent customer service.  

• Keep up to date on policies, procedures and insurer information  

• Sets and adheres to call backs  

• Handle calls, emails and cases within the expected time frames 

• Previous experience in a customer-focused role, preferably in the insurance or financial services industry.
• Excellent communication skills with a friendly and engaging tone.
• Strong problem-solving skills and ability to think on your feet.
• Ability to build rapport and establish trust with customers.
• Proficiency in using CRM systems and other relevant software.
• Knowledge of insurance products and policies is highly desirable, but not essential.
• Positive attitude and a genuine passion for providing exceptional customer service.

BizCover Values:

Customer Fanatics- Internalizes customer feedback and provides innovative ideas to meet future needs. Anticipates and meets customer’s needs, utilises techniques from handling difficult situations training.

Drumbeaters- Encourages unity rather than us vs them thinking, Involves others as appropriate to accomplish individual and team/company goals.

Advancers- Offers ideas and opinions & Participates in buddy system 

Finishers- Consistently demonstrates they are trusted to get the job done, Takes action to resolve problems when they arise 

• Work from home opportunity (if not based in Sydney)
• If based in Sydney, flexible working opportunity (combination of home and office)
• Exciting and rewarding team culture
• Quarterly recognition awards
• Business Casual dress code
• Rewarding Employee Incentive Program
• Employee benefits package
• Growing company with progression opportunities