Client Retention Specialist

The primary purpose of the Relationship Manager role is to enhance customer loyalty by delivering excellent customer service, addressing queries effectively, and proactively managing customer relationships through chat and phone support. This position ensures that customers are satisfied, and their needs are met, while adhering to company standards. The RM's efforts directly contribute to maintaining long-term relationships, improving customer retention rates, and supporting the overall growth and success of the business.

• Complete daily retention calls in alignment with key performance indicators (KPIs) to effectively manage and sustain customer relationships.
• Deliver exceptional customer service during both inbound and outbound calls, ensuring a positive experience with each interaction.
• Handle all incoming chat enquiries promptly and professionally, providing accurate and helpful information to resolve customer queries and issues.
• Ensure a seamless and positive communication experience for all customers across phone and chat channels.
• Address all calls promptly and ensure follow-up actions are completed in accordance with established service delivery standards.
• Maintain accuracy in data management and ensure proper data entry.
• Adhere to agreed-upon processes and procedures to guarantee a consistently excellent customer experience.
• Escalate customer queries promptly and appropriately, following agreed standards.
• Investigate and resolve customer complaints in accordance with the company's Complaints Handling Policy.
• Manage daily case queues to ensure that customer emails, calls, and enquiries are handled according to set service delivery standards.
• Assist Australian Relationship Managers with rate reviews as needed.
• Collaborate with Australian RMs to ensure consistency and accuracy in service delivery.
• Participate in training and development programs to stay updated on product knowledge and best practices.
• Work closely with other team members to ensure efficient workflow and information sharing.
• Identify and escalate complex issues to the appropriate team members or departments.
• Proactively suggest solutions and improvements to enhance customer service.

Required:

• At least 1 year customer service experience handling outbound calls, ideally in retention / relationship management.
• Excellent written and verbal communication skills with a strong command of English.
• Proficient in using chat platforms, telephony systems, and CRM tools such as Salesforce.
• Strong problem-solving abilities and attention to detail.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• High level of customer focus and a commitment to providing outstanding service.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Strong interpersonal skills with the ability to work collaboratively in a team.
• Self-motivated and able to work independently with minimal supervision.
• Adaptable and open to feedback for continuous improvement.
• High level of integrity and professionalism.

Preferred but not required:

• Financial industry background
• Email and chat-based customer interactions experience
• Bachelor's degree in Business, Communications, Finance, or a related field
• Familiarity with mortgage or lending processes
• Must be currently residing in the Greater Manila Area (Metro Manila + Neighbouring provinces)

Successful candidates must have a stable postpaid internet connection and a quiet, dedicated workspace at home with appropriate furniture (desk and office chair)

Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise, innovative technology and a customer-first approach, our teams work seamlessly to simplify the property journey, helping Australians find, buy and own property with confidence.

We support our people in a variety of ways, but a few of the benefits that our people rave about include:

• A vibrant, relaxed, yet professional culture.
• We offer a hybrid working arrangement designed to support work-life balance while fostering meaningful connection and collaboration, with a requirement to work from our Makati office at least twice a month
• Holistic wellbeing programs offering 24/7 support
• Comprehensive HMO coverage for you and one free dependent, along with life insurance starting from Day 1.
• Access to 25 days of leave, made up of 20 vacation days and 5 sick days.
• Monthly internet subsidy to help you stay productive at home.
• Access to ongoing training and clear pathways for growth and promotion as part of your career journey with us.
• Access to all government-mandated benefits, including SSS, PhilHealth, and Pag-IBIG.

Our culture is guided by our three core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. These values are part of our DNA—helping us attract, engage, and grow the right talent while building best-in-class products. Together with our principles, they guide how we collaborate, support one another, and make decisions to drive progress with purpose.

We're committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation, stronger collaboration, and a more engaging workplace.

This is an opportunity to shape the future of a fast-growing, purpose-driven company that's transforming the homeownership journey.

Ready to contribute to Lendi Group's next chapter? Apply now and be part of something big