Customer Retention Expert

3 days ago

Melbourne, Victoria, Australia beBeeRetention Full time $60,000 - $80,000
About This Role

We are seeking a skilled Customer Retention Specialist to join our team. As a Customer Retention Specialist, you will be responsible for having great retention conversations with customers about their home loans.

You will handle retention through inbound and outbound calls, and transfers from other areas needing high-level discussions.

  • Talk to home loan customers at risk of leaving, making outbound calls based on campaign leads, and identifying acquisition opportunities through retention conversations.
  • Share customer insights about their home loan experience with us and use digital channels to connect with customers.
  • Maximise every opportunity to retain a customer, being accountable for being on target for the customers you retain.
  • Understand customers' needs and provide solutions that will help retain them with us, including discussing and completing pricing requests and NCC's for Home Loan customers.
  • Servicing and retaining our customers with transactional and savings accounts and identifying new opportunities that will improve their financial well-being.
  • Support customers with retention and acquisition needs across both phone and digital channels, and support servicing customer needs when required.
  • Interpret and understand data related to performance, and use this data to improve individual and business performance.

Requirements

  • Be empathetic and customer focused, combined with strong communication skills.
  • Have a growth mindset, eager to learn the fundamentals of banking and build your career.
  • Previous customer sales/service experience assisting and supporting customers.
  • Well-developed problem-solving abilities.
  • Ability to multi-task and adapt to changing conditions.
  • Proactive attitude ready to showcase initiative.
  • Comfort working in ambiguity, and ability to be flexible with executed tasks when priorities change.
  • Planning and prioritisation skills.
  • Will to receive feedback, comfort providing feedback to peers and leaders, and embrace the opportunity to learn from feedback.

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