Bilingual Loyalty Specialist
Position Summary:
We are looking for a dedicated individual to focus on customer retention. The Loyalty Specialist will implement strategies across multiple channels to retain clients, maximize revenue opportunities, and achieve loyalty objectives. This role involves collaborating with cross-functional teams (sales, client relations, data analytics) to identify high-value clients and propose tailored solutions based on their needs, ensuring excellent customer service and strong business acumen.
Major Responsibilities:
- Proactively identify issues, report customer concerns, and suggest improvements for retention.
- Present the benefits of products and services to clients, aiming to enhance loyalty and maintain or upsell existing business.
- Maintain comprehensive knowledge of products and services, including retention offers, to effectively address client objections.
- Manage retention activities, including client account analysis and coordination with departments such as client relations, sales, underwriting, operations, and finance.
- Handle incoming client calls professionally and efficiently.
- Incorporate relevant legislation into client interactions.
- Analyze retention activity and client profiles; create reports to evaluate the effectiveness of retention efforts.
- Gather feedback from clients and internal sources to recommend process improvements for better retention outcomes.
- Stay informed about changing regulations and competitor offerings.
- Participate in or lead retention projects as needed to support departmental goals.
Required Skills and Experience:
- Previous experience in inbound/outbound sales.
- Strong communication, interpersonal, and relationship management skills.
- Ability to assess client needs quickly and identify suitable solutions.
- Excellent organizational and time management skills.
- Capability to work independently and plan effectively.
- Adaptability to changes in the department or industry.
- Strong problem-solving skills with a tactful approach to customer feedback.
- A mindset focused on continuous improvement.
Desired Qualifications:
- Knowledge of banking or financial products/services.
- Familiarity with privacy legislation and mortgage products.
