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This is an exciting opportunity to join a dynamic client retention team at a leading Fintech company specialising in providing vital funding to small businesses. With robust financial support, we seek an additional team member to help drive our ambitious growth initiatives. The base salary is £38K-£40k with £10k-15k OTE, Please note that as this is a Junior role progression is limited for the first 2 years. Job Overview:
- As a Retentions Executive, you will be pivotal in maintaining customer loyalty and satisfaction within the fast-paced fintech sector.
- You will be responsible for engaging with customers to ensure they continue seeing value in our cutting-edge financial products and services.
- With a deep understanding of fintech solutions, you will help retain customers by addressing their concerns, resolving issues, and identifying opportunities to enhance their experience.
- By maintaining strong, long-term relationships, you will directly reduce churn and increase customer lifetime value.
Key Responsibilities:
- Assist clients with renewal funding processes, ensuring a seamless, efficient experience from initiation to completion.
- Liaise with the underwriting team to facilitate smooth communication and streamline the approval process for client funding.
- Follow up with a large database of previous clients to assess current funding needs and explore opportunities for future business.
- Develop and manage relationships with both existing and past clients, fostering long-term partnerships and client loyalty.
- Proactively engage with customers, ensuring satisfaction with our fintech solutions by addressing concerns and offering timely resolutions to prevent cancellations or service disruptions.
- Monitor customer feedback and data trends to gather insights for continuous product improvement and customer service enhancements
Skills:
- Strong Customer Relationship Management
- Problem Solving
- Negotiation Skills
- Adaptability
- Strong professional phone manner
- Team Collaboration
- Knowledge of Retention Metrics
Qualifications and Experience:
- University Degree: 2/1 minimum
- 2 Years+ experience in Customer Relationship/ Sales Experience ideally in FinTech
- Certifications: Any certifications related to fintech, customer success, or CRM systems would be advantageous.
Key Competencies
- Deep understanding of fintech products and services.
- High level of empathy and customer-centric approach.
- Ability to work under pressure in a fast-paced, innovation-driven fintech environment.
- Strong results orientation with a focus on customer satisfaction and retention.
- Proven ability to manage a high volume of calls with professionalism and efficiency
