Officer

2 weeks ago


India Ujjivan Small Finance Bank Full time

**Officer-Virtual Relationship Management**:
Corporate 1100-Corporate Office, Bangalore, Karnataka, India
- Department- CORPORATE PHONE BANKING- Job posted on- Aug 21, 2023- Employee Type- Permanent- Experience range (Years)- 0 - N.A.**I.**
**ROLE PURPOSE & OBJECTIVE**
- 1. The Virtual Relationship managements engages with the Bank customers and prospects, virtually, to provide a seamless experience to customers.- 2. Developing and Expanding existing HNI customer relationships by ensuring quality portfolio.- 3. Continuous engagement with the portfolio customers mapped as per the contact policy with accurate and complete capture of interaction details.- 4. Call Handling as per desired standards.- 5. Fulfilling customer service requirements and deepening relationships.- 6. Creating the opportunity to provide financial solutions to customers via cross-sell and upsell.- 7. Aids in developing and maintaining strong customer relationships, both within a company as well as with new clients.- 8. Seek out new business opportunities for the clients while advising them on products or services that best fit their needs.**II.**
**SIZE OF THE ROLE**

**FINANCIAL SIZE**

**NON-FINANCIAL SIZE**
- Relationship Management
- Sales - Banking
- Upselling and Cross Selling
- Customer Relationship

**III.**
**KEY DUTIES & RESPONSIBILITIES OF THE ROLE**

**I.**
**Business/ Financials
- Developing and Expanding existing HNI customer relationships for Liabilities and Asset.
- Right cross sell and upsell of Bank products basis profiling and engagement and build penetration for channels like Internet/ Mobile Banking.
- Income generation through sales across all product segments - Liability, Asset and TPP.
- Acquiring relationships through family accounts and references.
- Informing customers of new products or product enhancements to further expand the Banking relationships.
- Track FD’s and movement of CASA balances etc. and prevent outflow.
- Maintaining complete relationship record for assigned customer base.
- Collaborating with field sales team to ensure lower cycle times and best conversion rates.

**II.**
**Customer Service**:

- (Both Internal & External)_
- Achieve quality benchmarks defined from time to time.
- Responsible to improve service standards (TAT/ First Time Right).
- Complete and accurate capture of call interactions including profiling thereby aiding relationship management.
- Adherence to set processed of updating customer interactions in CRM.
- Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.
- Ensure customer delight and consistent service experience, including timely resolution of customer queries/ issues.
- Ensure customer retention.

**III.**
**Internal Process**
- Ensure timely submission of customer base review/ reports as requested by Management.
- Adherence to Information Security norms and Quality process.
- Act on feedback given by Supervisor and on the coaching for improving performance.
- Ensure all laid down system and process are followed as stipulated by the management.

**IV.**
**Innovation & Learning**
- Maintain adequate knowledge of Bank’s products, services & processes.
- Ensure completion of mandatory certification courses.
- Develop basic understanding of core banking system, customer on-boarding solutions, mobility platforms and CRM solution.
- Develop awareness of standards and best practices of peers/competition in the local banking sector.
- Constantly upgrade training skills.
- Maintain complete knowledge of various guidelines from regulators on customer service, grievances redressal, KYC/AML norms etc.


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