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Customer Relationship Officer Retention (Mumbai & Chennai)

1.00 to 6.00 Years   Chennai   10 Jul, 2021
HR Ace
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryMerchant Navy
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Roles and Responsibilities

  • Purpose of the Role: Analyze customer feedback, negotiate with customers, implement Retention strategies and retain existing customers who wish foreclosure of loan through various request channels.
  • Outcalls assigned foreclosure request and retain customers.
  • Convince customers to continue with the loan by offering him offers available or explaining the benefits to continue with the loan.
  • Ensuring Retained customers stays for a longer period.
  • Pitches end to end information and converts customers who is need of additional Top-Up
  • Providing customer about the resolution TAT for retention related request.
  • Complete knowledge of the policy and process.
  • Coordinate with Branches on retention feedback and processing the same within TAT
  • Ensuring correct Foreclosure charges / exceptions if any to be explained to customer in FC letter issued.
  • Cases to be tagged in CRM & Retail dump as per retention status of each LAN.
  • Explaining Top-up availability to customers and process the same accordingly for eligible cases.
  • Explain in detail the offer available with regards to ROI reduction for the customer
  • Negotiating with customers on foreclosure charges wherein no offer available for customers.
  • Ensure self-learning by participating in training conducted.
  • Updates himself on the policy and process.
Expertise required/ Domain Knowledge: Prior Banking / NBFC / Call centre experience into retentions role.No. of years of relevant experience: 1 - 6 years of experience in retentions, preferably in Finance services domain Any specific specialization/education: Minimum HSC required. Work Location - Mumbai ( Andheri East) Work Location - Chennai ( Maduravoyil) THIS IS WORK FROM OFFICE ONLY,

Keyskills :
retention strategiesretentionoffersbankingnegotiationavailabilitymarketingtrainingretailfinancehimsalesroitargettatbenefitscustomer relationsnbfccall center

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