Relationship Officer - DBC Balance Builder Retention

Mashreq Careers; Pakistan; On-site; PKR 500,000 - 750,000; Full time

Job summary

Mashreq Careers in Pakistan is seeking a dedicated Retention Specialist to drive monthly KPIs and maximize customer retention across card services. You will engage in retention activities with a focus on high quality calls and a strong sales orientation, supported by a university degree and 1–2 years’ experience.

The role requires adaptability, analytical thinking, and the ability to work under pressure, with a collaborative, team-driven environment and a strong customer-centric mindset.

Qualifications

• University Graduate.
• Excellent people management skills.
• 1-2 years experience in similar work environment.
• Preferably has a practical marketing background.
• Has strong sales and customer focus and ability to think creatively and work under pressure.
• Excellent presentation skills.
• Good team player with result driven attitude.
• Business sensitive.
• Has analytical and computer skills.
• Adaptable and versatile.

Responsibilities

• Achieve monthly KPIs (Save Rate) assigned.
• Maintain standard performance to achieve top save rate and maximum retains without Offer.
• Ensure that all Retention efforts and activities are directed to meeting card business goals.
• Ensure assigned card retention monthly targets are achieved.
• Ensure there is no complaints or errors.
• Top call quality scores and Customer service etiquettes to be displayed over the calls.
• 100% adherence to the defined retention ADM.
• Adherence to TAT for all the customer request received.
• Adherence to discipline and punctuality
• Attending Daily team huddles & keeps up to team commitments.
• Monitor personal performance and align strategies to improve retain out comes.

Skills

Excellent people management skills

Strong sales and customer focus

Analytical and computer skills

Adaptable and versatile

Excellent presentation skills

Education

University Graduate

Job description

Job Purpose:

• To achieve monthly KPIs (Save Rate) assigned.
• To maintain standard performance to achieve top save rate and maximum retains without Offer
• To ensure that all Retention efforts and activities are directed to meeting card business goals.
• To ensure assigned card retention monthly targets are achieved
• To ensure that there is no complaints or errors.
• Top call quality scores and Customer service etiquettes to be displayed over the calls.
• 100% adherence to the defined retention ADM.
• Adherence to TAT for all the customer request received.
• Adherence to discipline and punctuality
• Attending Daily team huddles & keeps up to team commitments.
• Monitor personal performance and align strategies to improve retain out comes.

Knowledge, Skills and Experience

• University Graduate.
• Excellent people management skills.
• 1-2 years experience in similar work environment.
• Preferably has a practical marketing background.
• Has strong Sales and customer focus and ability to think creatively and work under pressure.
• Excellent presentation skills.
• Good team player with result driven attitude.
• Business sensitive.
• Has analytical and computer skills.
• Adaptable and versatile.