Job Description
- Contact customers who did not complete account opening, loan application, onboarding, or other digital journeys.
- Identify reasons for drop-off and record customer feedback for process improvement.
- Guide customers through the remaining steps, providing accurate information and addressing any challenges.
- Promote the bank's (or company's) products, services, and digital channels as appropriate.
- Ensure all calls are handled professionally, in line with service quality standards and compliance guidelines.
- Maintain detailed records of interactions, outcomes, and follow-up actions in the CRM system.
- Escalate technical or process-related issues to relevant teams to prevent repeated drop-offs.
- Contribute insights and recommendations to improve customer journeys and reduce abandonment rates.
- Achieve daily/weekly/monthly targets for contact rate, reconversion rate, and customer satisfaction.
- Achieve assigned Number of successful customer reconversions.
- Manage assigned Percentage reduction in drop-offs.
- Responsible for achieving Call quality and compliance adherence.
- Achieve assigned Customer satisfaction scores (post-call surveys if applicable).
- Ensure assigned Timeliness and accuracy of reporting and documentation and adhered
