Own end-to-end aversion cases for the banca channel to reduce cancellations and complaints and improve retention outcomes.
Key Responsibilities:
1. Aversion Case Handling:
- Handle assigned aversion / complaint cases end-to-end
- Understand customer concern, identify root cause, and drive resolution
- Handle conversations with clear focus on retention
2. Pre-Call Preparation:
- Review customer profile, policy details, complaint and transaction history
- Identify cancellation trigger (missale / service issue)
- Prepare case-specific talking points
3. Customer Interaction:
- Explain issues clearly and accurately
- Address concerns and handle objections
- Close with clear outcome and next steps
4. Post-Call Closure:
- Update disposition and detailed case notes
- Coordinate with ops / sales / servicing teams
- Track cases till final closure
5. Root Cause & Feedback:
- Identify drivers of dissatisfaction (missale, product mismatch, servicing gaps)
- Share inputs with internal teams to reduce repeat issues
6. Stakeholder Coordination:
- Work with internal teams for case closure
- Escalate critical cases where required
7. Documentation & Communication:
- Understand customer emails / complaints clearly
- Maintain structured and accurate case notes
- Communicate clearly with internal teams
Typical KPIs
- Save / retention %
- Resolution TAT
- Repeat complaints
- Case closure rate
Key Skills
- Experience in complaint handling / retention roles (BFSI preferred)
- Robust customer handling and objection management
- Attention to detail and structured working
- Strong verbal and written communication
- Individual contribution
- 8+ yrs exp in Customer Retention