Executive - Personal Financial Services Telemarketing (Cards Retention)

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Overview:

The Executive or Senior Executive, Telemarketing (Cards Retention), is a specialized, target-driven role based in PJ City focused on retaining the bank's valuable credit card customer base. The primary responsibility is to proactively contact and re-solicit cardholders who have expressed an intention to cancel their credit card(s), using negotiation and competitive offer strategies to prevent them from leaving the bank. This role reports directly to the Telemarketing Retention Manager.

Responsibilities:

• Contact and re-solicit customers from cancelling their credit card based on the offer matrix.

• Perform outbound calls to customers who have the intention to cancel their credit cards.

• Understand customer's needs, negotiate, and convince the customer on the pricing terms in order to prevent them from leaving the bank.

• Meet all set productivity target on a daily basis.

• Keeping abreast with competitive issues, products, and the financial market.

• Comply with the code of conduct and ethics (implied in the provided text).

• Fostering positive relationship with team members within the team and department.

• Active participation in providing feedback during discussions.

• Adhere to department process and procedures in complying with audit, regulatory, and compliance standards.

• Respect the HLB culture and take an active role in the communities.

• Participate and display teamwork in all aspect of work, projects and assignments, Group Management Programs, etc. at all times.

• To carry out any other duties as directed by the management.

Skills & Experience We Are Looking For:

• Experience: Previous experience in sales, telemarketing, or customer retention roles within the financial services industry is highly preferred.

• Core Competencies:

  • Strong Negotiation and Persuasion Skills: Proven ability to resolve customer objections and effectively re-sell value propositions based on an offer matrix.

  • Communication: Excellent verbal communication skills with a professional telephone manner.

  • Results-Oriented: Ability to consistently meet set daily productivity targets.

  • Compliance Awareness: Understanding of the need to comply with regulatory, audit, and ethical standards.

• Location: Willingness to be based in PJ City.

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