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Customer Retention Specialist
2 weeks ago
The Customer Retention Specialist will lead the transformation and administration of AFGS' retention strategy and framework. The role will be integral in supporting customer retention to enable growth in the AFGS lending portfolio.
If you are looking for your next dynamic role and have at least 5 years experience in credit decisioning, this may be your opportunity to develop and own the customer retention programme for AFGS.
We are looking for someone who has an excellent communication style and able to define and construct parameters, processes and resource requirements for the successful delivery of initiatives.
Key accountabilities include:
- Create and maintain a robust retention strategy and implement processes to support growth in the lending portfolio.
- Identify at-risk customers and negotiate outcomes that will retain customers long term, in line with business objectives.
- Research competitor activity working closely with the pricing team and be proactive in implementing strategic changes to retain customers.
- Train and develop the Client Services team as a first point of contact with customers and identify any potential opportunities for retention.
- Use insights from reporting to identify areas for improvement to process, product or pricing.
Key requirements for the role include:
- Demonstrated experience and knowledge of residential and/or commercial lending, credit policy and decisioning.
- Understanding of operational processes and managing project delivery.
- Excellent written and verbal communication skills including professional writing skills and the ability to adapt communication style to suit varying audiences.
- Ability to build effective relationships with a range of stakeholders and work in a highly collaborative manner.
- Strong analytical and problem-solving skills with flexible and agile mind set.
- Excellent organisational skills with the ability to prioritise and meet deadlines.
About AFG
Australian Finance Group (ASX:AFG) is one of Australia's largest mortgage broking groups, founded back in 1994 and now employing 300+staff across Australia. As a category leader, AFG has some 4,000 finance brokers in its network with access to over 10,000 financial products from more than 80 of Australia's leading lenders.
Through our broker network, AFG processes around one in 10 of all Australian residential mortgages and manages over $214 billion in residential and commercial finance.
In addition to our broker network, AFG has a rapidly growing home loan business, and an expanding footprint in the provision of business lending solutions.
At AFG our purpose is to create a fairer financial future for all. Our business prides itself on its innovative, entrepreneurial, and collaborative culture, which is underpinned by our values of integrity, accountability, customer-centric and team player (IACT). Our teams are intricately engaged across the business, and we encourage people with ideas and a willingness to learn to join us.
AFG is committed to our culture. We provide an inclusive workplace where all are welcomed and recognised for their unique ability, regardless of gender, race, religion, disability, orientation or other identity attribute.
