Primary Location: Botswana
Job Type: Permanent/Regular
Posting Range: 11 Mar 2014 - 28 Mar 2014
Description
Job Purpose
§ Run
the Centralised Retention Unit (CRU)
– a dedicated team supports the Business to achieve its set goals
and objectives through proactive provision of post-sales support on boarding of
both new and some existing customers thus retaining our customers and
minimizing attrition on both assets and liabities
§ Drive
retention on both assets and liability accounts
§ Responsible
for Retaining ,activating, and maintaining a portfolio of retail asset clients
, by ensuring consistency in delivery of a high quality by proactively calling
and engaging retail customers who have closed their accounts; are thinking of
closing their accounts; and/or are considering moving to competitor banks,
supported by dedicated tele-sale executives.
§ The
client relationship is managed on a highly proactive and ongoing basis over an
extended period; Clients are retained from the existing Bank customer base with
the aim of developing life long customer loyalty, and high levels of client
satisfaction through a mutually beneficial and continuous engagement
relationship.
§ Apply
customer retention strategy to retain and attract customers
§ Contribute
to growing balance, income and customer satisfaction
§ Work
closely with the main customer service team to identify pain points and provide
solutions
§ Work
with all relevant stakeholders on retention management and develop programs
which promote retention
Main
Accountabilities
- Administration & MI
- Retention win backs/Counter
offer calls
- Staff Management
Technical
Skills / Competencies
§ People Management
§ Communication and Presentation
§ Business awareness
§ Business management
§ Performance management
§ Resource management
§ Relationship management
§ Team building
§ Planning
Knowledge
and Expertise
Essential
§ Good overall knowledge of the Consumer
Banking Industry
§ Good understanding of Retail Products ;Operations
; Systems ; Processes and Procedures
§ Good understanding of Barclaycard Products ;Operations
; Systems ; Processes and Procedures
§ Detailed knowledge of the Bank’s telephone
service standards
§ A good understanding of the techniques of
Performance Management
Preferred
§ Understanding of the call centre management
information systems
Essential/Basic Qualifications
Essential
§ Experience
with call centre operations preferably in the banking industry
§ Customer
service and marketing related studies diploma/degree
Preferred
Knowledge
of the Retail Banking and Credit Card Industry
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