Team Member - Retention

About the role

The Retention Team Member supports the execution of retention strategies across all customer segments. You will engage directly with customers via calls, emails, digital channels and branch interactions to resolve service requests, handle foreclosures and meet SLA targets, helping to prevent attrition and portfolio shrinkage.

Key responsibilities

• Build and maintain a retention framework that reduces drop‑offs and balances acquisition cost versus retention.
• Set up and manage service desks at branches to address customer needs quickly.
• Use customer data to define clear targets and ensure every service touch‑point contributes to retention.
• Monitor market trends, analyze data and forecast customer behavior to stay ahead of industry shifts.
• Develop and implement retention‑related products and strategies to grow the book size.
• Lead or participate in projects that improve processes, upgrade skills and introduce smarter ways of working.
• Ensure closure of FCL requests and other service requests within defined timelines to meet SLA commitments.

Required profile

• Strong customer‑focused mindset with the ability to communicate clearly across multiple channels.
• Analytical attitude for interpreting data and forecasting trends.
• Ability to work collaboratively with branches, call centres and business teams.
• Attention to detail to track interactions accurately and maintain compliance.

Required skills