Team Member - Retention

About the role

The role supports the execution of retention across all segments by engaging directly with customers through calls, emails, digital channels, and branch interactions. It ensures timely resolution of service requests, foreclosure handling, and adherence to SLA targets to prevent attrition and portfolio shrinkage.

What you'll do

• Build a Retention Framework
• Create clear processes that reduce customer drop-offs, balance cost of acquisition vs retention, and design simple incentive plans for teams
• Fulfillment Journeys & Branch Retention
• Set up service desks at branches to handle customer needs quickly and improve retention at ground level
• Use customer data to set clear targets and ensure every service touch point helps in retaining customers

What you need

• Customer service
• Any graduate