Schedule: 

• Mondays to Fridays, 1:00 pm to 6:00 pm
• 25 hours per week
• Client time zone: New Zealand Time (Auckland, NZ)

 

Job Description: 

You’ll be the first line of support for insurance clients experiencing payment challenges, playing a crucial role in client retention and revenue protection. This isn’t just customer service; you’re helping people get their insurance coverage back on track while directly contributing to the company’s bottom line. You’ll handle the straightforward cases independently and escalate complex situations to financial advisors, making you an essential bridge between clients and the advisory team.

 

Responsibilities:

• Conduct outbound calls to clients regarding missed payments and policy issues
• Handle inbound client calls on the same dedicated line
• Send SMS payment reminders and follow-up communications
• Update all client interactions and outcomes in HubSpot CRM
• Compose and send follow-up emails to clients as needed
• Triage client issues, resolving simple cases and escalating complex matters to advisors
• Identify solutions for straightforward payment problems within defined parameters
• Maintain detailed records of all client communications and resolutions
• Support client retention efforts through professional, empathetic communication

 

Requirements:

• Previous experience in cold calling or outbound customer service

• Ability to handle upset or frustrated clients professionally

• Strong communication skills with a soft, clear accent suitable for New Zealand clients

• Experience with CRM systems, preferably HubSpot

• Comfortable using phone systems, SMS platforms, and email

 

Why Join This Team?

• Direct impact on company revenue and client satisfaction
• Clear growth path from part-time to full-time as the business scales rapidly
• Work with modern tools including HubSpot CRM and integrated communication platforms
• Join a fast-growing team expanding from 7 to 10+ advisors in the coming months
• Opportunity to specialize in the insurance industry with potential for additional roles

 

Independent Contractor Perks: 

• Permanent work from home

• Immediate hiring

• Steady freelance job

 

Please note that since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their benefits and taxes. The professional fees are at hourly rates, and the rate depends on your performance in the application process.

 

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