Agent Retention

Communicate with Clients to increase loyalty and maintain the relationship. Retention specialists tend to speak with customer over the phone to know the reason of closing product and often need to try to present a counteroffer or solutions to problems.

Accountabilities

• Perform outbound calls for Cards, Loans acquisition , Salary transfer request to collect the reasons
• Ensure that all customers are contacted within SL
• Log collected data and Client’s feedback in the system for market research
• Analyze collected data and generate the proper counteroffer to present within the level of authority matrix
• Negotiate the counteroffer with Client and try to convince him with it in order to maintain the relationship.
• Raise exceptional requests on behalf the Clients in order maintain the relationship.
• Create tickets and follow up with concerned departments in case Client refused the offer.
• Monitor calls feedback, identifying issues that impact retention
• Consider as counteroffer initiator.

• Technical : Minimum of 3 years’ experience in contact center or customer service related position Experience and exposure on general banking operations, products and services. Knowledge of the Bank's policies and procedures & SAMA Rules. Knowledge of Microsoft Office, communication skills Good English command of both oral and written. Good analytical capabilities, Deep understanding of finance product, Contracts, terms & condition. Convincing skill, negotiation skill.
• Management : Negotiation skill, Communication skill, Creative thinking and problem  solving, time Management
• Education : Diploma / Bachelor's Degree in Business Administration, Banking and Finance or Accounting, Commerce or other courses which could be compensated by considerable management experience
• Others: Retail Banking Professional Foundation Certificate