Team Member - Retention

The role supports the execution of retention across all segments by engaging directly with customers through calls, emails, digital channels, and branch interactions. It ensures timely resolution of service requests, foreclosure handling, and adherence to SLA targets to prevent attrition and portfolio shrinkage. The role contributes to delivering seamless customer journeys, maintaining compliance, and tracking customer interactions accurately, while supporting branches, call centers, and business teams in achieving retention objectives.

Key Result Areas

Supporting Actions

Build a Retention Framework

Create clear processes that reduce customer drop-offs, balance cost of acquisition vs retention, and design simple incentive plans for teams.

Fulfillment Journeys & Branch Retention

Set up service desks at branches to handle customer needs quickly and improve retention at ground level.

Customer Service Productivity

Use customer data to set clear targets and ensure every service touch point helps in retaining customers.

Forecasting & Industry Trends

Study market trends, analyze data, and forecast customer behavior to stay ahead.

Prevent Shrinkage & Scale Up

Work on all retention-related products and strategies to grow the book size.

Learning & Innovation

Lead or participate in projects to improve processes, upgrade skills, and bring in new, smarter ways of working.

SLA Adherence

Ensure closure of FCL Requests and other service requests within defined timelines.