To execute structured liabilities retention, win-back and cross-sell activities for salary transfer and liabilities-only customers, with direct accountability for reducing attrition, preserving balances, and supporting sustainable portfolio growth. The role requires proactive customer engagement, commercial judgment, and portfolio deepening within approved retention and cross-sell frameworks and delegated authority limits.
Key Responsibilities:
- Proactively engage exiting and high-risk salary transfer / liabilities-only customers to understand attrition drivers and recommend appropriate retention solutions within delegated limits.
- Identify cross-sell opportunities during retention conversations to enhance customer portfolio depth across Saving, Term Deposits and related Liabilities products
- Execute targeted win-back campaigns leveraging AI-driven retention models and internal portfolio analytics.
- Independently manage assigned customer cases end-to-end to achieve approved retention and recovery KPIs.
- Apply sound commercial judgment in balancing customer experience with profitability and policy adherence.
- Identify root causes of attrition trends and escalate systemic issues impacting retention performance.
- Maintain accurate documentation of customer interactions, retention outcomes, and portfolio insights for reporting and analytics purposes.
- Support execution of targeted cross-sell campaigns leveraging AI-driven retention and propensity models.
- Ensure full compliance with internal policies, regulatory requirements, AML standards, call quality benchmarks, and Sharia guidelines.
- Liaise with branches, operations, product, and analytics teams to resolve service or process gaps affecting customer retention.
- Achieve defined cross-sell conversion targets and incremental balance KPIs in addition to retention metrics
- Contribute to periodic MIS reporting and performance tracking for management review.
Qualification & Experience:
Candidates possessing a High School certificate or an equivalent qualification. Higher education levels are also acceptable, demonstrating the foundational academic background required for the role.
13 years of experience in retail banking, customer service, retention, or sales
