Job Summary

We are looking for a proactive and customer-focused Member Retention Specialist to ensure high billing success, strong member engagement, and overall service excellence. This role is responsible for driving retention targets, managing defaulter collections, and delivering an outstanding member experience throughout their membership journey.

Key Responsibilities

Achieve 85% Successful Billing, 90% Defaulter 1 Collections, 100% NMM Target, and maintain <3% attrition.

Perform Defaulter Calls/WhatsApp/Email follow-ups by the 3rd and 9th of every month.

Conduct Active Member Service Calls and NJM Service Calls at 14 days and 30 days for new join members.

Ensure NJM membership forms are accurate and compliant with company policies.

Meet the Medallia OSAT Member Satisfaction Target through excellent service and problem resolution.

Follow proper cancellation, freezing, and save procedures, e...