Retention Officer

Job description / Role

Job Purpose:

Develop and maintain excellent relations with existing customers resulting in increased level of customer satisfaction and retention. This is to be achieved through Pro-active and reactive communication with the customers who have either expressed a wish to close their accounts. Responsible ensure retaining existing customers by providing outstanding service to achieve customer loyalty and resolve their complaints and issues.

Principal Accountabilities:

- Retain existing customers by providing outstanding service to achieve customer loyalty and resolve their complaints and issues.
- Limit client attrition and provide instant and proactive solutions to reduce attrition cases to meet set SLAs. Works with internal groups to facilitate client support and requests.
- Proactively contact customers who are identified as at risk of closing the relationship with the bank and ensure that every opportunity to retain these customers into satisfied customers is taken.
- Liaise with RMs and other departments when required to escalate and resolve issues in order to best fit the customer's needs.
- Increase the understanding of customer retention, enhancing the ability to position financial products and at the same times develop a knowledge base of why customers move to competition.
- Make sure disbursement of the facilities is being done within the expected time frame
- Enhance knowledge and skills using all the availability sources to identify opportunities and ideas for new products, new features, and product concepts
- Identify cross-selling opportunities during customer interaction.
- Assisting in Preparing reports in coordination with the team leader and head of department
- Contribute to the image of the bank by ensuring consistently high level of customer service and effectively dealing with the customer queries in order to maintain high degree of customer satisfaction.

Requirements

Requirements:

- Education and Experience:
- Diploma or Bachelor Degree
- Minimum of 3 years in Banking sector as Retention Officer

About the Company

In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.

By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder.

Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years.