Company overview:
Pentabell is seeking a skilled Outbound Specialist, for one of its clients in the Banking sector. The role involves proactively engaging with existing cardholders to improve customer engagement and drive various key performance indicators.
Position:
Outbound Specialist
Summary:
We are seeking experienced Outbound Specialists to engage with cardholders, drive card activation, increase usage, and retain customers.
Responsibilities:
Conduct proactive outbound calls to existing cardholders in line with campaign objectives.
Engage newly issued cardholders to encourage timely card activation.
Educate customers on card benefits, features, offers, and available services.
Drive early card usage and encourage customers to make their first transactions.
Identify customer needs and recommend relevant card features, benefits, and offers.
Contact inactive or low-usage cardholders to encourage increased engagement.
Proactively engage customers who are considering discontinuing their cards.
Understand customer concerns and identify appropriate solutions to improve retention.
Use effective communication and influencing techniques to encourage continued card usage.
Handle customer objections professionally and provide accurate product information.
Escalate customer complaints or service issues to the relevant departments when required.
Maintain accurate records of outbound calls, customer interactions, and campaign outcomes.
Achieve assigned call volumes, activation, usage, and retention targets.
Work closely with Customer Service, Sales, and Cards teams to improve customer experience and portfolio performance.
Ensure all customer interactions comply with the bank's policies, procedures, and applicable regulatory requirements.
Requirements:
Bachelor or Master degree in a relevant field
2+ years of experience in outbound calling, telesales, customer engagement, customer retention, or banking
Strong verbal communication and customer engagement
Influencing and persuasion skills
Customer retention and relationship management
Outbound calling and telesales techniques
Objection handling and problem-solving
Knowledge of credit card products and services
Target-oriented and results-driven mindset
Ability to work under pressure
Good teamwork and collaboration
Professional telephone etiquette
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