Virtual Relationship Manager Leading Private Bank

1 month ago

kolkata, India Riverforest Connections Private Limited Full time

Job Purpose

To engage regularly with the customers asdefined by the contact policy and provide a Consistent & aSuperior Digital Experience.

Ensuring thatcustomers get worldclass services and their needs are understoodand met through financial products that the Bank has tooffer.

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

Responsible for meeting the scorecard targetsand portfolio benchmarks set and that all guidelines and regulatoryrequirements are followed.

So that the VRMbecomes the top of the mind recall amongst the customers in thecatchment for all their financial needs and services therebyensuring that the VRM also achieves the key performance parametersset

JobResponsibilities : Areas Actionable

Customer Engagement

Continuous engagement with theportfolio 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 customerservice experience.

Profiling of customers inorder to aid right crossservicing of Bank products Accurate loggingand resolution of complaints.

Attrition controlof customers.

Regular interactions with thecustomers and proactively assessing customer needs.

Deepening relationship by cross selling sticky productslike Demat Bill Pay Advisory etc. Ensure portfolio quality ofrelationship while racing considering eligibility.

Monitor large amount movements and account closure fromthe deposit accounts.

Ensure retention ofcustomers

Achievement of portfolioparameters

Meet the definedobjectives of the Portfolio managed by the respective VRM

Sales Right crosssell of products basis profiling andengagement.

Penetration of products acrossgroups.

Sales across all product segmentsTPPAssets Cards etc.

Acquiring & grouping ofall related IDs of the Primary ID.

Use oftriggers to track maturity of FDs movement of CASA balances etc andprevent outflow.

Ensure Staff are trained onproduct knowledge and requisite certifications.

Income to be generated at a customer level.

Interaction Quality

Achieve Qualitybenchmarks defined from time to time.

Completeand accurate capture of call interactions including profilingthereby aiding relationship management.

Audit and Service Quality

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

Ensure accurate and timely submission of financialtransactions.& requests.

Adherence to setprocesses of updating customer interactions in CRM next.

MIS Reporting Ensure timelysubmission of Customer base review / reports as requested byCentral Team / Senior Management.

Educational Qualifications

Graduate

Basic Banking Communication Experience Required

Minimum experience in years 12 yrs. preferable.

KeySkills

Major Stakeholders(intrateam and cross functional stakeholders who would need to beinteracted with for discharging duties)

Customers

Virtual Relationship BankingHead

Unit Head

Region Head

SalesManagers

"VRM","Customer Relation","CrossSelling",Virtual Relationship Manager,Sales,Tele sales,PhoneBanking,Relationship Manager

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