Business Retention Manager - Customer Excellence

Unity Small Finance Bank; Navi Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Unity Small Finance Bank seeks aRetention Specialist to engage with borrowers at risk of foreclosure, balance transfer, or relationship exit. You will assess needs, present retention propositions, and coordinate with Business Banking to explore restructuring or top-ups.

The role requires 3-5 years in banking or portfolio management, strong negotiation, analytical skills, and a track record of improving loan retention and customer satisfaction.

Qualifications

• 3–5 years of experience in Banking, NBFC, or related fields.
• Strong knowledge of business loan products and foreclosure processes.
• Proven ability to influence decisions and improve retention.
• Excellent analytical and stakeholder management skills.

Responsibilities

• Engage with customers at risk of foreclosure, loan closure, balance transfer, takeover, or relationship exit.
• Conduct root cause analysis to understand reasons for closure intent.
• Present retention propositions and relate value to customers to retain business.
• Educate customers on product features, banking solutions, and alternatives addressing concerns.
• Build customer confidence through proactive engagement and effective resolution of issues.

Skills

Customer Retention

Negotiation

Portfolio Analytics

Stakeholder Mgmt

Communication Skills

MSME Loans

Job description

Role & responsibility

• Engage with customers who have initiated foreclosure, loan closure, balance transfer, takeover, or relationship exit requests.
• Conduct detailed need assessment and root cause analysis to understand reasons for closure intent.
• Present suitable retention propositions, benefits, and relationship value propositions to retain customers.
• Educate customers on available product features, banking solutions, and alternative options that may address their concerns.
• Build customer confidence through proactive engagement and effective resolution of issues impacting customer satisfaction.
• Implement retention strategies to reduce loan foreclosures, balance transfers, and portfolio attrition
• Identify high-value customers and prioritize intervention efforts to maximize portfolio retention
• Work closely with Business Banking teams to explore restructuring, pricing reviews, top-up loans, or other permissible retention solutions.
• Negotiate and influence customer decisions while ensuring fair and transparent communication.
• Track retention outcomes and ensure timely follow-up on all closure-related requests
• Resolve customer complaints and service issues that may be contributing to closure intent.
• Liaise with Operations, Credit, Product, Collections, and Service teams for quick resolution of customer concerns.
• Handle complex escalations professionally and ensure customer satisfaction throughout the retention journey.
• Escalate policy-related exceptions to relevant stakeholders for approval and review.
• Analyze foreclosure trends, balance transfer requests, and customer attrition patterns.
• Capture customer feedback and reasons for closure to identify systemic gaps and improvement opportunities.
• Prepare retention MIS, dashboards, and regular management reports.
• Provide actionable insights to Product, CX, and Business teams to strengthen customer loyalty and reduce future attrition.
• Coordinate with Relationship Managers, Branch Teams, Sales Teams, Product Teams, and Customer Service functions.
• Partner with Business teams to formulate customer-specific retention approachesDrive cross-functional initiatives aimed at improving customer experience and portfolio stickiness.
• Support implementation of customer retention campaigns and targeted outreach programs.
• Ensure all retention activities are conducted in compliance with RBI guidelines and Bank policies
• Maintain complete documentation of customer interactions, retention offers, and outcomesEnsure fair treatment of customers and adherence to regulatory requirements during retention discussions.
• Monitor retention process effectiveness and recommend process improvements.

Preferred candidate profile

Minimum 3-5 years of experience in Banking, NBFC, Customer Retention, Portfolio Management, Relationship Management, or Business Lending.

• Strong understanding of Business Loan products, foreclosure processes, loan lifecycle management, and customer servicing.
• Experience in handling customer objections, negotiations, and service recovery.
• Proven ability to influence customer decisions and improve retention outcomes.
• Strong analytical and stakeholder management skills.

Skills & Competencies

• Business Loan & MSME Product Knowledge.
• Customer Retention & Save Desk Management.
• Objection Handling & Negotiation Skills.
• Portfolio Analytics & Attrition Management.
• Data-driven Decision Making.
• Stakeholder & Relationship Management.
• Communication, Influencing & Persuasion Skills.