Customer Solutions Consultant

About Resolution Life

Resolution Life Australasia is part of the Acenda Group.    Acenda Group brings together some of Australia and New Zealand’s most trusted life insurance brands.  With 176 years of combined heritage and deep expertise across local markets, our Group includes Acenda Life, Resolution Life Australasia and Asteron Life New Zealand.

More than two million customers rely on us for life insurance, wealth protection and retirement solutions that support their confidence at every stage of life.  

Everything we do is driven by a clear purpose:  to help our customers and their families live, save and retire with confidence.

 We’re building an inclusive, dynamic and future focused business. Joining us means stepping into a period of integration and growth, where your work will help shape our future. 

If you’re energised by change and motivated by purpose, this is your moment to make an impact.

The Opportunity
A Customer Solutions Consultant role in Sydney or Melbourne offers the chance to become a trusted voice for customers navigating their life insurance journey. With both permanent and fixed‑term full‑time opportunities available, this position is all about building meaningful, high‑quality conversations that empower customers to make confident, informed decisions about their policies. You’ll be at the heart of driving retention, loyalty and positive outcomes by delivering a seamless, relationship‑focused experience every day.

In this fast‑paced environment, you’ll handle a blend of inbound and outbound interactions, using emotional intelligence, product expertise and clear communication to guide customers through complex information with ease. Your ability to work autonomously, think critically and resolve challenges with professionalism will be key as you investigate concerns, diffuse difficult situations and champion customer trust. Attention to detail is essential, as is the capability to juggle multiple systems, technologies and tasks while maintaining accurate documentation.

This role is perfect for someone with life insurance industry experience who thrives on connection, problem‑solving and continuous learning. You’ll collaborate with a supportive team, contribute to process improvements and embrace agile ways of working, all while driving a strong retention mindset. RG‑146 is highly desirable, especially given the importance of understanding the distinction between general and personal advice. If you’re self‑motivated, customer‑centric and ready to make a real impact, this is a standout opportunity to grow your career.

This role embraces genuine flexibility, balancing remote work with meaningful in‑person collaboration. While the team comes into the office three days per week, there’s still plenty of room to shape your schedule in a way that supports both business needs and personal flexibility.

How will you make an impact?

• Manage inbound and outbound customer interactions across calls, emails and digital channels, delivering an exceptional experience that supports retention.

• Use emotional intelligence to understand customer needs, provide general‑advice solutions, and clearly explain life insurance products as a subject matter expert.

• Resolve customer issues and complaints promptly and professionally, applying strong problem‑solving skills to build trust and defuse challenging situations.

• Leverage customer feedback to identify improvement opportunities and collaborate with the team to enhance retention processes.

• Contribute to team meetings, training and continuous improvement activities to elevate performance and customer outcomes.
   

About you
To be successful in this role, you will demonstrate the following:

• Strong emotional intelligence with the ability to build rapport and communicate complex information clearly in both verbal and written form.

• Exceptional problem‑solving skills, applying critical and creative thinking to resolve customer issues effectively.

• Proven ability to multitask, manage time efficiently and maintain high accuracy and attention to detail in all documentation.

• Self‑motivated, adaptable and committed to continuous learning, thriving in a virtual, fast‑paced environment.

• Solid understanding of the distinction between General Advice and Personal Advice.
   

Why Join Us?

At Resolution Life Australasia, we provide a flexible work environment and access to a range of employee benefits that will support you both personally and professionally including:

• Career pathways, including local and global mobility opportunities

• Leading Learning Platforms and support in professional development

• Health and Wellbeing Programs

Accessibility and Checks
Before commencing employment in this role, you will need to provide two references, full working rights and complete police and credit checks through an online provider. As an equal opportunity employer strongly committed to working in a diverse and inclusive workforce you will be provided with any support or accessibility requirements throughout your interview process. Please feel free to contact our Talent Team directly at talent@resolutionlife.com.au.

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