Contact customers who did not complete account opening, loan application, onboarding, or other digital journeys.
Identify reasons for drop-off and record customer feedback for process improvement.
Guide customers through the remaining steps, providing accurate information and addressing any challenges.
Promote the bank’s (or company’s) products, services, and digital channels as appropriate.
Ensure all calls are handled professionally, in line with service quality standards and compliance guidelines.
Maintain detailed records of interactions, outcomes, and follow-up actions in the CRM system.
Escalate technical or process-related issues to relevant teams to prevent repeated drop-offs.
Contribute insights and recommendations to improve customer journeys and reduce abandonment rates.
Achieve daily/weekly/monthly targets for contact rate, reconversion rate, and customer satisfaction.
Achieve assigned Number of successful customer reconversions.
Manage assigned Percentage reduction in drop-offs.
Responsible for achieving Call quality and compliance adherence.
Achieve assigned Customer satisfaction scores (post-call surveys if applicable).
Ensure assigned Timeliness and accuracy of reporting and documentation and adhered
Disclaimer: Mashreq will never ask for your bank related information via phone call, SMS or email. We will also never contact you from a mobile number to resolve your query.
Welcome to the LinkedIn page of Mashreq. More than half a century old, we proudly think like a challenger, startup, and innovator in banking and finance, powered by a diverse and dynamic team who put customers first. Together, we pioneer key innovations and developments in banking and financial services. Our mandate? To help customers find their way to Rise Every Day, partnering with them through the highs and lows to help them reach their goals and unlock their unique vision of success. Join Mashreq and find your way to Rise Every Day.
