Retention Advisor

About the Role

This position is ideal for ambitious individuals looking to develop skills that open doors to future opportunities. Positioned at the crossroads of customer service and business outcomes, the role involves daily conversations with customers reviewing their insurance coverage or considering cancellations. You'll utilize your judgment to grasp their concerns, articulate the value of insurance clearly, and find solutions that best suit their needs.

Success in this role goes beyond effective communication. You will build resilience, learn to make prudent decisions under stress, and cultivate discipline by working towards measurable objectives.

What sets this role apart is the deliberate focus on your professional growth. With ongoing coaching, feedback, and development discussions each week, you'll continually enhance your capabilities, gaining confidence, business insight, and influence. This strong foundation supports progression into specialist or leadership positions.

Key Responsibilities

• Work full-time based onsite at the Sippy Downs office.
• Manage inbound calls from clients reviewing renewals or contemplating policy cancellations.
• Listen attentively to customer concerns, particularly regarding premium increases.
• Clearly communicate coverage details, pricing, and value to help customers make informed choices.
• Modify coverage within authorized parameters when appropriate.
• Strive to meet retention and performance targets, with continuous performance reviews and coaching.
• Follow structured scripts and comply with regulatory requirements to ensure decisions are accurate and equitable.
• Handle consecutive customer interactions, maintaining composure even during emotional calls.
• Maintain focus and consistency throughout your shift.

Indicators of Success

• Customers exit calls understanding their options thoroughly.
• Remain calm and composed during challenging conversations.
• Confidently explain value propositions and guide decisions within company guidelines.
• Effectively balance empathy with achieving performance goals.
• Maintain professionalism and energy throughout a demanding day of calls.
• Use feedback constructively to enhance retention outcomes over time.
• Take responsibility for personal performance and seek continuous improvement.

Benefits and Perks

• Transparent compensation with performance-based incentives and annual salary reviews.
• Scheduled time off including 22 days of annual leave plus volunteer leave options.
• A lively workplace atmosphere featuring food trucks, themed events, and team celebrations.
• Supportive leadership offering clear goals, regular coaching, and pathways for career advancement.
• Practical health and wellness benefits such as free skin checks, flu vaccinations, wellbeing programs, discounted gym membership, and reduced rates on company insurance.
• Meaningful work that helps customers regain stability when unexpected life events occur.

Company Culture

Our mission is to transform insurance by putting people first. Employees are empowered to provide outstanding care, especially during difficult times. We recognize and reward high performers through incentives, public acknowledgment, and development initiatives such as the Youi Stars program. Clear expectations and transparent communication help employees understand how their work impacts broader company objectives.

We nurture talent internally, offering structured development and hands-on coaching that enable many team members to move into leadership or specialized roles. As the company grows with an expanding customer base, new opportunities continuously emerge to support your career progression.

Join us and help shape work that feels more meaningful and authentic to you.