Retention Specialist

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Job Description

Description of Division and Business Unit

Direct and Digital Banking Services will engage with banking clients and support them with the acquisition, servicing and retention of mortgage and deposit products. The business unit will support the growth of the mortgage portfolio from the Direct channel.

Retention activities will extend to proactive and reactive retention. Activities will put client’s needs at the heart.

D&D Banking Services will also lead and drive the relationship management needs for staff, high net worth clients and referred clients from AMPs adviser channel. Putting client needs at the heart of all interactions through enquiry, origination, credit assessment, settlement and setting up their home loans.

Direct and Digital Banking Services will engage cross-functionally across the enterprise to define and implement customer value propositions, develop marketing plans and help support the execution of the marketing plans.

D&D Banking Services will also lead compliance, and supervision monitoring activities as appropriate for over-the-phone mortgage credit assistance and retention services.

Job Purpose

Assist existing clients with their queries related to their existing products. Engage with the client reactively and proactively to drive loyalty and retention of those clients. Support clients with all steps of a product switch or variation.

Main Focus Areas

• Receive inbound calls from customers to offer prescribed solutions with the aim of providing information and retaining value
• Identify customer needs through appropriate questioning techniques which comply with compliance boundaries and process requirements
• Achieve against agreed productivity and campaign targets including dial activity and dollar benefits, measured using the agreed campaign framework
• Follow the prescribed call approach and structured framework for liaising with customers
• Identify and accept where skills and knowledge gaps are apparent, and work with leaders to increase and develop your expertise through coaching, mentoring and training where necessary
• Proactively and positively work with the team and other departments to achieve business outcomes, through effective relationship building
• Work in accordance with policies, processes and procedures and delegations
• Work in a fully compliant manner in line with internal guidelines and obligations, and external regulatory requirements
• Ensure consistent availability to work within the Contact Centre’s hours of operation and remain 100% compliant with expectations for punctuality and attendance
  
  

Job-Specific Capabilities Required

• Exceptional telephone and oral communication skills
• Passion for the customer and ability to demonstrate active listening skills
• Ability to build and maintain internal and external relationships with excellent people skills
• Strong team ethic
• Successful time management
• Strong computer skills with the ability to learn and use new systems quickly
• Accuracy and attention to detail
• Problem-solving skills
  
  

Qualification/s

• 1 to 2 years relevant customer service OR financial services industry experience is preferred but not required)
• Above-average English communication skills.
• Demonstrated experience following the procedure in complex systems overlay (ie multiple platforms)
• Good control and resilience as customers generally tend to be impatient
• Display a high level of resilience, remaining calm in high-pressure situations
• Ability to work independently as well across cross-functional teams
• Strong interpersonal skills and experience in working with both internal and external customers
• Knowledge of ARC Tool, NTBS, Salesforce, CXOne, ARS, Edge, and CoreLogic is preferred but not required
  
  

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