Lending Customer Experience Specialist

4 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $120,000 - $180,000

Key Role:

The Head of Retention will oversee the development and execution of retention strategies for home lending customers. This includes ensuring a seamless and engaging customer experience throughout their home loan journey.

Responsibilities:

  • Develop and implement data-driven retention initiatives to identify opportunities and collaborate with cross-functional teams to enhance customer satisfaction and loyalty.
  • Develop a comprehensive Home Lending Retention strategy to minimize customer attrition and maximize customer lifetime value.
  • Manage and execute retention initiatives designed to reduce customer attrition across the portfolio.
  • Collaborate with internal stakeholders to align retention efforts with broader business objectives.
  • Analyze customer data and trends to develop targeted retention campaigns.
  • Track and report on retention metrics, providing insights and recommendations to senior leadership.

Requirements:

  • Strong commercial acumen, ability to understand market dynamics and financial drivers.
  • Strategic approach to customer loyalty, developing unique solutions and personalized experiences.
  • Exceptional analytical and problem-solving skills to identify complex challenges.
  • Proven track record in developing and executing comprehensive retention campaigns.
  • Effective relationship-building and stakeholder management skills.
  • Understanding of banking operations, regulatory requirements, and industry knowledge.

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