Work with the Indemnities manager as a team in managing customer exit requests and identify possible ways of retention to apply the retention tools to minimize customer attrition and manage customer expectations and communications efficiently.
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Key Responsibilities
- Perform primary screening into customer's financial records from a credit and risk perspective and propose solutions while working with customers on obtaining guarantees and documents to support proposals that aim to continue the relationship.
- Prepare and submit to management proposals for cases where EOSB are received identifying possibilities to continue the borrowing relationship without overexposing the company to risk.
- Proactive retention by collaborating with Credit, Collections, Inward Remittances, Operations, Risk, branches, relationship management, and other departments to identify risks and potentials of a relationship in light of the customer's new financial status, addressing customer requests effectively.
- Assess the customer's financial standing based on employment status after settlement from the employer, proposing solutions and assisting in obtaining guarantees and documents to support retention efforts.
- Handle operational aspects of the Indemnities department for received EOSB, managing batches, ensuring alerts are applied to accounts, and earmarking accounts when necessary.
- Manage internal and external customer communications to enhance customer experience while developing strong and professional communication skills.
- Ensure all TATs of the department are met, with assigned tasks completed in a timely and accurate manner.
- Follow up with other bank units to ensure smooth EOSB processing, reducing delays and complaints.
- Maintain up-to-date MIS tracking all important information related to every handled case, analyzing MIS to submit weekly/monthly statistical reports assisting in KPI and improvement areas.
- Escalate all identified risks or breaches of processes to management through proper channels.
- Maintain accurate records of all departmental transactions.
- Stay informed about market offerings for individual customers through research and insights to align our offerings and solutions accordingly.
- Ensure accuracy of information shared with customers, maintaining confidentiality.
- Perform ad-hoc and administrative duties related to retention efforts.
- Adhere to the Standard Operating Procedures, Policies, Code of Conduct, and Service Standards of the company.
Requirements
- Good negotiation skills
- Strong understanding of products, policies, and systems
- Interpersonal skills for effective interactions with customers and other business units
- Teamwork skills
- Ability to present customer's perspectives and perform primary initial screenings into financial records
- Very good understanding of product policies, features, and campaigns
- Knowledge of Banking Systems
- Minimum of 2 years of experience in a similar role.
