Customer Service| Retention Specialist

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of [Process Developer], [Retention Associate] Direct and Digital Banking Services will engage with banking clients and support them with the acquisition, servicing and retention of mortgage and deposit products

Responsibilities

· Support retention activities for existing customers

· Manage rate revision/discount conversations/digital requests by following (scripted/templated guidelines)

· Answering common queries related to retention (direct customers and brokers)

· Supporting discharge conversations (direct customers and brokers)

· Outbound retention calls following scripted template/guidelines

· Identify opportunities for additional ways for client to grow the relationship with customers eg. lead opportunities for advice or sales teams

· Follow the prescribed call approach and structured framework for liaising with customers

· Identify and accept where skills and knowledge gaps are apparent, and work with leaders to increase and develop your expertise through coaching, mentoring and training where necessary

· Proactively and positively work with the team and other departments to achieve business outcomes, through effective relationship building

· Work in accordance with client policies, processes and procedures and delegations

· Work in a fully compliant manner in line with internal guidelines and obligations, and external regulatory requirements

· Ensure consistent availability to work within the Contact Centre's hours of operation and remain 100%

· compliant with expectations for punctuality and attendance

· Perform other duties and special projects as required

Qualifications we seek in you

Minimum Qualifications / Skills

· Ability to work independently

· Ability to liaise with internal and external stakeholders

· Has demonstrated good problem-solving skills

· Computer systems competency

Preferred Qualifications/ Skills

· Diploma of Finance and Mortgage Broking Management (preferred

· Previous bank contact center experience

· Relevant financial services industry experience (home loans, mortgage broker) preferred

· Exceptional telephone and oral communication skills

· Passion for the customer and ability to demonstrate active listening skills

· Ability to build and maintain internal and external relationships with excellent people skills

· Strong team ethic

· Successful time management

· Strong computer skills with the ability to learn and use new systems quickly

· Accuracy and attention to detail

· Problem solving skills

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex/age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at and on LinkedIn, X, YouTube, and Facebook.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.