(UAE Nationals Only) Team Leader , DBC.CXC - RBG - DBC- RAK Call Center- Client Experience and Conduct Group

Job description

To manage and coordinate the retention program for all RBG banking products. This includes Personal Loan customers (MB & Osool) and Liability customers across product ownership classes.Loss to competition forms a major controllable part of PL attrition, and with a number of new entrants into consumer lending recently, has become a threat to our market share.The retention unit will coordinate the entire process, end to end, from receiving retention forms, assisting, directing and coaching branches to fine-tune the counter offer; negotiating with the customer and credit / product management to finalize the counter offers in a timely and organized manner.Other key purposes also include providing structured feedback to credit and product management to help in policy formulation, customer exit interviews, as well as assist in identifying customer needs and competitive movements.

Responsibilities

Negotiating with credit and product management to provide appropriate counter offers. Conduct customer exit interviews to maximize retention and obtain feedback. Conceiving, planning, executing and achieving results through proactive retention campaigns. Run campaigns to proactively prevent attrition and build customer loyalty. Assist in customer complaint resolution in coordination with CRU, where appropriate. Generation of daily / monthly customer attrition reports.

Providing structured feedback to credit / product management to assist in reviews of product and policy and to address chronic retention issues.

Market intelligence

assist in gathering competitor information and understanding on market place dynamics, through ongoing interactions with network, as well as mystery shopping. Initiatives to improve current process and regular check on process bench marketing market practices.

Qualifications

Strong understanding of Mashreqbank / Osool retail lending product parameters. Working knowledge of all retail asset products of Masrheqbank / Osool. Excellent communication skills (bilingual - Arabic / English) and customer interace ability. Coordination and project management skills. Sales / front line experience desirable. Detail orientation and analytical capabilities - credibility and objectivity. High level of analytical, report writing, presentation and PC skills.

Under Graduate qualifications in Sales and Marketing; MBA preferred.