Client Retention Specialist (Outbound CSR) Hybrid Dayshift

• 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 companys 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.

Qualifications :

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
• Bachelors 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)

Additional Information :

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 DNAhelping 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.

Were 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 thats transforming the homeownership journey.

Ready to contribute to Lendi Groups next chapter Apply now and be part of something big!

Remote Work :

No

Employment Type :

Full-time