Virtual Relationship Manager Leading Private Bank

Job Purpose

To engage regularly with the customers as defined by the contact policy and provide a Consistent & a Superior Digital Experience.

Ensuring that customers get worldclass services and their needs are understood and met through financial products that the Bank has to offer.

To enhance Customer Relationship & while doing so Educate Encourage & Induce the customers to use the Digital mediums for their banking transactions/ needs while keeping a window to talk to the bank whenever customer needs.

Responsible for meeting the scorecard targets and portfolio benchmarks set and that all guidelines and regulatory requirements are followed.

So that the VRM becomes the top of the mind recall amongst the customers in the catchment for all their financial needs and services thereby ensuring that the VRM also achieves the key performance parameters set

Job Responsibilities : Areas Actionable

Customer Engagement

Continuous engagement with the portfolio customers mapped as per the contact policy with accurate & complete capture of interaction details.

Call handling as per defined standards.

Accurate resolution for customer queries.

Promoting Digital Banking services for a superior customer service experience.

Profiling of customers in order to aid right crossservicing of Bank products

Accurate logging and resolution of complaints.

Attrition control of customers.

Regular interactions with the customers and proactively assessing customer needs.

Deepening relationship by cross selling sticky products like Demat Bill Pay Advisory etc. Ensure portfolio quality of relationship while racing considering eligibility.

Monitor large amount movements and account closure from the deposit accounts. Ensure retention of customers

Achievement of portfolio parameters

Meet the defined objectives of the Portfolio managed by the respective VRM

Sales

Right crosssell of products basis profiling and engagement.

Penetration of products across groups.

Sales across all product segmentsTPP Assets Cards etc.

Acquiring & grouping of all related IDs of the Primary ID.

Use of triggers to track maturity of FDs movement of CASA balances etc and prevent outflow.

Ensure Staff are trained on product knowledge and requisite certifications.

Income to be generated at a customer level.

Interaction Quality

Achieve Quality benchmarks defined from time to time.

Complete and accurate capture of call interactions including profiling thereby aiding relationship management.

Audit and Service Quality

Ensure all laid down system and process are followed as stipulated by Audit and Senior Management

Ensure accurate and timely submission of financial transactions.& requests.

Adherence to set processes of updating customer interactions in CRM next.

MIS Reporting

Ensure timely submission of Customer base review / reports as requested by Central Team / Senior Management.

Educational Qualifications

Graduate

Basic Banking Communication Experience Required

Minimum experience in years 12 yrs preferable.

Key Skills

Major Stakeholders(intra team and cross functional stakeholders who would need to be interacted with for discharging duties)

Customers

Virtual Relationship Banking Head

Unit Head

Region Head

Sales Managers

"VRM","Customer Service","Cross Selling"