Virtual Relationship Officer
1 month ago
Job Title: Virtual Relationship Officer.
Location: Work From Office.
Educational Qualification: Any Graduate.
Ensuring that customers get world-class services and their needs are
understood and met through financial products that the Bank has to
offer.
- 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 cross-servicing of Bank
products.
- Accurate logging and resolution of complaints.
- Attrition control of customers.
- Regular interactions with the customers and pro-actively 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 cross-sell of products basis profiling and engagement.
- Penetration of products across groups.
- Sales across all product segments-TPP, 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
is 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.
- To engage regularly with the customers as defined by the contact
policy and provide a Consistent & a Superior Digital Experience.
Ensuring that customers get world-class services.
- 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.
- Responsible for meeting the scorecard targets and portfolio
benchmarks set and that all guidelines and regulatory requirements
are followed.
- So that the RM becomes the top of the mind recall amongst the
customers in the catchment for all their financial needs and
services.
- thereby ensuring that the RM also achieves the key performance
parameters set.
Qualifications & Skills
- Excellent Verbal & Written Communication Skills.
- 0-1 year experience from BFSI/NBFC industry.
interview.
- Should have knowledge on basic banking domain.
- Great networking skills.
- Fresher’s can apply.
- Outstanding interpersonal abilities.
interview.
Mandatory skills: Call Handling, Customer Needs, Resolution of
Complaints, Customer Engagement, BFSI.
**Salary**: ₹170,000.00 - ₹210,000.00 per year
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)
Application Question(s):
- Should have knowledge on basic banking domain.
**Experience**:
- Customer service (required)
**Language**:
- English (preferred)
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