(UAE Nationals Only) Team Leader , DBC.CXC - RBG - DBC- RAK Call Center- Client Experience and Conduct Group

Mashreq · United Arab Emirates

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To manage and coordinate the retention program for all RBG banking products. This includes Personal Loan customers (MB & Osool) and Liability customers across product ownership classes.Loss to competition forms a major controllable part of PL attrition, and with a number of new entrants into consumer lending recently, has become a threat to our market share.The retention unit will coordinate the entire process, end to end, from receiving retention forms, assisting, directing and coaching branches to fine-tune the counter offer; negotiating with the customer and credit / product management to finalize the counter offers in a timely and organized manner.Other key purposes also include providing structured feedback to credit and product management to help in policy formulation, customer exit interviews, as well as assist in identifying customer needs and competitive movements.

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