Customer Life Cycle Officer (CLCU)

KEY ACCOUNTABILITIES

• Required performance that is consistently strong and meets all targets at the set standards and TAT.
• Increase the activation, retention rates on covered cards portfolio
• Proactively contacting new cardholders to proceed for cards activation and ensure a smooth and efficient experience.
• Promoting the benefits and features of the covered card to encourage early and regular usage by the new cardholder
• Contacting the voluntary closure requests and communicating personalized retention offers that cater to the specific needs and preferences of, encouraging them to retain their card.
• Documenting customer interactions and retention efforts to maintain accurate records and track the effectiveness of various retention strategies
• Identify opportunities to cross-sell add-on products such as Easy Payment Plan (EPP), Cash On Call (COC), Balance Transfer (BT), Supplementary Cards and Insurance services.
• Present relevant offers to cardholders based on their needs and preferences
• Address customer inquiries, concerns, and complaints promptly through outbound calls and effectively, striving for first-call resolution and ensuring a positive customer experience.
• Monitor customer accounts and lifecycle events, such as account upgrades, credit limit changes to proactively intervene and address customer needs.
• Maintain up-to-date knowledge of card products, services, and industry trends to effectively communicate value propositions and address customer inquiries.
• Ability to adapt to rapidly changing conditions; handling differences; demonstrating initiative, drive persistence and involvement in work
• Consider performance under pressure and handling of variety of assignments

Minimum Qualifications:

• Education: Bachelor degree
• Experience: 0-3 years’ work experience

Generic Skills:

• V. Good communication skills
• Good responsiveness and problem solving skills
• Good Analytical & Negotiation skills
• Results orientation skills
• Microsoft Office