• Acting as a retention officer for the Najm credit cards portfolio by assisting walk in customer and communicating over the phone.• Contacting the customer over the phone for the cancellation request raised to the call center and convincing the customer to retain their membership by reiterating with product features, retention offers or by resolving the issue relation to the card or services.•Meeting the walk in customer and resolving their concerns related to the cards and services.• Pitching the customer with credit cards facilities of quick cash, balance transfer and easy payment plan, card upgrade etc

• Responsible to make outbound calls in order to promote banking products ( quick cash, balance transfer, PIL top up, standing instructions, credit card limit increase).• Maintaining effective relationship with team and managers, in order to ensure business continuity and to help team make the right decision with customers account to ensure high customer retention rates. • Working with insurance, credit card cancellation and AMF team for responding promptly to customer issues and questions over the phone or through email. • Ensure strict compliance to the process of DOA in all the retention procedures.• Providing inputs to the management on the customer needs and issues in order to enable product enhancement and recommendations on how to increase retention levels.• Develop relationships and coordinate with other departments to meet customer service expectations.