Relationship Officer - DBC Balance Builder Retention

This role focuses on achieving monthly key performance indicators related to customer retention, specifically targeting card save rates. The incumbent will be responsible for maintaining high performance standards to maximize retention without offering incentives, ensuring all retention activities align with the broader card business goals. Meeting monthly retention targets, delivering excellent call quality, and adhering strictly to retention procedures and turnaround times are critical. The position also demands discipline, punctuality, active participation in daily team meetings, and continuous self-monitoring to improve retention outcomes.

Key Responsibilities
- Achieve assigned monthly KPIs related to save rates and retention targets.
- Maintain top save rates and maximize customer retention without resorting to offers.
- Align all retention efforts with the overall card business objectives.
- Ensure zero complaints or errors in the retention process.
- Deliver excellent customer service by maintaining top call quality scores and proper etiquette.
- Strictly adhere to the defined retention ADM (Authorization and Decision Matrix).
- Meet turnaround time (TAT) requirements for all customer requests.
- Demonstrate discipline and punctuality consistently.
- Participate actively in daily team huddles and uphold team commitments.
- Monitor personal performance regularly and adjust strategies to improve retention results.

Required Qualifications
- University graduate.
- 1-2 years of experience in a similar work environment.
- Strong sales orientation with a customer-focused approach.
- Ability to think creatively and perform well under pressure.
- Excellent presentation skills.
- Strong analytical and computer skills.
- Good team player with a results-driven attitude.
- Business sensitivity and awareness.
- Adaptable and versatile in handling various tasks.

Preferred Qualifications
- Practical marketing background is highly desirable.
- Excellent people management skills.

This position offers an opportunity to work in a dynamic environment where customer retention and business growth are prioritized. Candidates who are proactive, disciplined, and committed to delivering high-quality customer interactions will thrive in this role.