Officer - Retention Unit - E Gulf Bank

To work comprehensively on reported attrition cases and contact identified customers as per process guidance and achieve target ratio (retention Vs. Attrition) in order to ensure maximum retention of customer by availing quality customer service.

Education / Qualifications:
    Bachelor’s Degree Sales / Commerce/ Business

Knowledge: 
    Understanding of customers’ psychology and bank products and services.  Good knowledge of branch network and retail operations.

Experience: 
    Minimum 4 - 6 years experience in consumer banking in customer facing role.

Accountabilities::
Customer Support:
        Communicate effectively with outgoing Customers, understand products (income/credit cards/loans) options which could be utilized to obtain given retention target
   
Customer Documents:
        Provide required Banking documents (certificates) to customer requesting while leaving the bank
   
Consumer Products:
        Offer products in coordination with the Loans & Syndication and Central Sales Team which could be meaningful for the customers settling an early loan
   
Credit Card Assistance:
        On a case by case basis (using the refund matrix) waive Credit Cards annual fees based; upgrade Credit Cards class (as per the policy) and offer a Charge Card as a replacement for the Credit Card when a customer intendeds to cancel his existing credit card based on VISA / Master policy & guidelines
   
Branch Support:
        Provide necessary support to assist branches on managing issues related to Customer and Product retention
   
Report:
        Produce daily/monthly reports on Retention vs. Attrition (products & customers), highlight major attrition issues, reasons etc.
   
Corporate Governance and compliance:
        Work fully within: risk policies and procedures and all compliance regulations

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