Officer - Solutions Hub (UAE National)

To perform day to day Business Retention activities as per established policies and processes to minimize customers’ attrition and achieve set target within Department set TAT and as per SLA.

Key Responsibilities:

• Handle customer retention cases in efficient & quality manner in line with the departmental framework.
• Meet assigned target efficiently as per the approved KPI’s.
• Contact customers over the phone to understand customer’s perspective/needs and recommend appropriate retention solution.
• Ensure meeting call quality standards according to the department’s framework, while contacting any customer for retention purposes.
• Ensure compliance with the department’s policies, procedures and SLA.
• Ensure providing the necessary services and product awareness to the customers within the approved TAT with no complaints.
• Provide necessary MIS/Reports as and when required.
• Liaise with internal stakeholders to enhance customer retention rates.
• Evaluate / Handle / Address / approve various types of after sale cases to apply the waiver authority limits mentioned and approved in retention strategy as applicable.
• Handle Retention activity, after sales service request and rescheduling assigned to action.

• Bachelor’s Degree in Business Administration/ Marketing /Banking
• Minimum 2-3 years experience in Banking with exposure to Sales, marketing, Credit, Branches & Operation, IT