Retention Advisor

Neilson Financial Services

. Call policyholders who have missed payments and arrange payments where required .

Posted 10/7/2026full-timeToronto • CanadaMid-LevelSenior💰 CA$55,000 - CA$60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service and retention strategies, with a strong focus on communication, compliance, and attention to detail. Proficient in managing customer requests and resolving issues while meeting performance targets and adhering to company policies.

Highest-signal resume keywords

LLQP LicensedCustomer Retention StrategiesVerbal and Written Communication SkillsAttention to DetailIntermediate Computer Skills

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Ability to MultitaskAbility to Operate Under Pressure

Tools & Technologies

Microsoft Office

Certifications & Qualifications

LLQP License

Industry Keywords

Customer Complaints HandlingPayment ArrangementsPolicy CancellationQuality Assurance GuidelinesCompliance Rules

About the role

Key responsibilities & impact

Call policyholders who have missed payments and arrange payments where required
Discuss, agree, and arrange client requests such as payment arrangements and sending policy details
Handle customer complaints and escalate to the complaints team when necessary
Record accurate call notes, policy changes, and payment changes
Provide correct and accurate information to clients
Handle policy cancellation requests, address concerns, explain policy benefits, and use retention tools to retain customers
Meet individual and team targets while handling service, sales, and cancellation queries professionally
Follow quality assurance guidelines and compliance rules
Report cancellation trends to management
Apply coaching and manager feedback to meet KPIs and role expectations
Communicate with Service, Claims, Sales, and other departments
Keep current with company policies, processes, and procedures
Log service desk requests for system issues
Report alleged agent misconduct and customer complaints to the manager
Manage customer requests and correspondence within agreed frameworks, timescales, and deadlines

Requirements

What you’ll need

Must be LLQP Licensed
Excellent verbal and written communication skills
High attention to detail
Knowledge of practices and procedures in a retention-related environment
Hands-on, common-sense approach to day-to-day work
Ability to operate under pressure and meet deadlines
Ability to multitask while maintaining quality and service
Intermediate computer skills, including Microsoft Office

Benefits

Comp & perks

Accessibility accommodations throughout the application, interview, and selection process
Equal opportunity employer and diversity and inclusion commitment