Giannis Christofi

• Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from customers.
• Utilized CRM systems to track interactions with customers, allowing for more personalized service in future engagements.
• Participated in regular team meetings, contributing valuable insights for process improvement strategies.
• Engaging with customers via calls, emails, or chats to resolve issues promptly and sustain their commitment to the company.
• Identifying reasons for dissatisfaction and offering tailored solutions or incentives to meet retention targets each month.
• Building rapport to strengthen customer relationships, ensuring they stay aligned with the company’s goals for continued sales flow.
• Managing the entire transaction process independently, overseeing every detail from start to finish.
• Troubleshooting and resolving any issues that arise during transactions to ensure a seamless customer experience.
• Tracking and reporting retention metrics to confirm monthly targets are met and to refine strategies.
• Collaborating with teams to enhance processes and support long-term customer loyalty.

For a Retention Team Leader, additional responsibilities include:

• Leading and motivating the retention team to consistently achieve or exceed monthly performance goals.
• Developing training programs and strategies to improve agent skills and customer retention rates.
• Analyzing team performance data to identify trends, address weaknesses, and implement process improvements.
• Acting as an escalation point for complex customer issues, ensuring swift resolution and team support.

• Reviewing the documents of the clients to see if they qualify for SIPC
• Working closely with the broker & compliance team in submitting advice based on the FCA regulations
• Connecting clients with insurance companies
• Upholding broker’s database & handling the communication with the clients
• Monitoring all operational processes and procedures in regards to the advice given and ensuring that the company complies with all legal regulations and ethical standards
• Acting as a contact person between the mortgage and the insurance departments
• Conducting regular assessments on the compliant of the advices with the law and completing the advices based on the FCA regulations
• Advising the head of the insurance department in regards to the correct management of the clients based on their needs and on the risk of each individual
• Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
• Maintained personnel records and updated internal databases to support document management.

• Working closely with the Compliance Team to adhere with the Cysec regulations
• Sales & Conversion Account Manager, handling leads through the onboarding process, transaction and gathering of the relevant KYC documents
• Upholding the clients database
• Expertise in knowing your customer process (KYC) through the gathering of the relevant documents (POR, POI, POP)
• Knowledgeable in the use of a variety of different PSP methods in different countries such as Australia, South Africa, Europe, United Kingdom
• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Increased sales revenue by developing and implementing effective sales strategies.