Client Loyalty Consultant

Sa Home Loans; Natal; Presencial; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A leading financial services provider in Brazil seeks a Client Loyalty Consultant to enhance retention outcomes for home loan clients. The successful candidate will conduct proactive outreach, analyze client portfolio behaviors, and implement tailored retention strategies to ensure an exceptional client experience. Key qualifications include a matric, preferable finance certification, and strong skills in client communication and data analysis. Join a specialist team and advance your career with us.

Qualificações

• Fluency in spoken and written English is required.
• Experience within SA Home Loans is preferred.

Responsabilidades

• Engage with home loan clients to improve retention.
• Analyze portfolio behaviors to identify retention risks.
• Implement strategies for client retention and satisfaction.

Conhecimentos

Client communication

Negotiation

Analytical skills

Formação académica

Matric

Certificate or Diploma in finance

Descrição da oferta de emprego

The Client Loyalty Consultant is engaged in improving retention outcomes for home loan clients by providing expert guidance, strategic interventions, and tailored client relationship solutions.

This consultant will analyze portfolio behaviors, identify retention risks, implement retention strategies, and support the organization in delivering an exceptional client experience.

Key Responsibilities

• Conduct proactive outreach to existing home loan clients at key lifecycle stages (e.g. settlement anniversaries, rate changes, etc.).
• Act as a super consultant on complex or at‑risk client situations.
• Deliver personalized consultations to understand client needs and offer suitable solutions.
• Execute tailored retention strategies aligned with business goals.
• Analyze churn patterns, competitor activity, and internal processes to identify opportunities for improvement.
• Recommend and implement strategies to increase portfolio stability and reduce refinance‑out rates.
• Present retention solutions such as rate reviews, refinancing options, or product adjustments.
• Identify at-risk clients based on feedback, usage patterns, or competitor activity.

Cross‑Sell & Value Add

• Identify opportunities for additional financial products or services that suit client needs.
• Review loan data, repayment trends, rate, and risk indicators.
• Provide insights and recommendations to management based on portfolio analysis.
• Respond promptly to client queries, concerns, and service requests.

Process & Experience Improvement

• Evaluate the client journey and highlight gaps impacting satisfaction or retention.
• Recommend process enhancements, communication improvements, and service touchpoints.
• Facilitate feedback loops between clients, and internal stakeholders.

Compliance & Documentation

• Ensure all retention recommendations and client interactions align with regulatory and compliance standards.
• Maintain accurate and clear documentation for all client engagement.

Meeting of Deadlines

• Client applications must be submitted for grant within 24 hours of receipt of all documents.
• All relevant information must be updated on the system timeously.
• Suggest / Provide innovative input to line management on any issues / areas that may assist in improving the internal process.

Education

• Matric.
• A certificate or Diploma in finance would be desirable.

Experience

• Months relevant experience within SA Home Loans.

Must be fluent / competent in the English spoken and written language.

Competencies (5 Competencies – 3 domain (technical) and 3 behavioural)

• Demonstrated experience in mortgage, home loan consulting, or financial services retention.
• Strong understanding of home loan structures, refinancing, and lending policy.
• Expertise in client communication, negotiation, and relationship management.
• Ability to work independently as a consultant, managing time and outcomes effectively.
• Strong analytical skills with the ability to interpret loan data and client behaviour.

Make your next career move with a specialist team.