Customer Retention Executive

Key Responsibilities:

Primary Point of Contact (POC): Act as the central liaison between the customer, Relationship Managers (RMs), and the Customer Service team to ensure seamless communication and swift issue resolution.

Customer Retention: Proactively engage with at-risk or churning customers, identify their pain points, and deploy strategic retention strategies (e.g., negotiating terms, offering tailored products).

Borrower Evaluation & Risk Review: Analyze client profile, payment histories, and financial health to evaluate "weather" stability and creditworthiness. Determine if a client represents a healthy risk profile and should be retained.

Feedback Loop: Feed critical insights from departing or dissatisfied customers back into the product and service teams to prevent future churn.

Required Qualifications & Skills:

Analytical Skills: Strong ability to read financial statements, credit reports, and account activity to assess borrower risk.

Communication: Exceptional interpersonal, negotiation, and conflict-resolution skills.

Problem-Solving: A proactive mindset capable of untangling complex customer service issues across multiple departments.

Education: Bachelors degree in Finance or a related field.