Team Member - Retention

Role overview

This position is responsible for driving retention efforts across customer segments by connecting with customers through phone, email, digital touchpoints, and branch-based interactions. The job focuses on resolving service requests on time, managing foreclosure-related cases, and meeting SLA commitments so that customer attrition and portfolio shrinkage are minimized. It also supports smooth customer experiences, regulatory and process compliance, accurate logging of interactions, and coordination with branches, contact centers, and business teams to meet retention goals.

Key result areas

• Develop practical retention processes that reduce customer drop-offs, align acquisition and retention economics, and support simple incentive structures for teams.
• Set up branch-level service desks to address customer needs faster and strengthen retention at the field level.
• Use customer data to define measurable productivity targets and make sure every service interaction contributes to retention.
• Track market movements, review data patterns, and predict customer behavior to stay proactive.
• Support retention-led products and initiatives that help expand the overall book size and reduce shrinkage.
• Take part in or lead improvement initiatives that enhance processes, build capability, and introduce better ways of working.
• Close FCL requests and other service requests within the agreed timelines and maintain SLA discipline.

Additional information

The role requires close coordination with customer-facing and internal teams to ensure retention outcomes are met while service quality, compliance, and record accuracy are maintained.