Virtual Relationship Manager

7 days ago

Bengaluru, India Ujjivan Small Finance Bank Full time

Job Description ROLE PURPOSE & OBJECTIVE - The Virtual Relationship managements engages with the Bank customers and prospects, virtually, to provide a seamless experience to customers. - Developing and Expanding existing HNI customer relationships by ensuring quality portfolio. - Continuous engagement with the portfolio customers mapped as per the contact policy with accurate and complete capture of interaction details. - Call Handling as per desired standards. - Fulfilling customer service requirements and deepening relationships. - Creating the opportunity to provide financial solutions to customers via cross-sell and upsell. - Aids in developing and maintaining strong customer relationships, both within a company as well as with new clients. - Seek out new business opportunities for the clients while advising them on products or services that best fit their needs. KEY DUTIES & RESPONSIBILITIES OF THE ROLE Business/ Financials - Continuous engagement with customers mapped - Promoting digital banking services for a superior customer service experience - Profiling of customers in order to aid right cross-servicing of bank products - Meet the defined objectives of the Portfolio managed Customer (Both Internal & External) - Call handling as per defined standards (Both Service & Sales) - Regular interaction with customers and pro-actively accessing customer needs - Accurate resolution for customer queries - Attrition control of customers - Deepening relationship by cross selling - Ensure retention of customers - Sales across all product segments Internal Process - Achieve quality benchmarks defined from time to time - Accurate logging of calls - Ensure all laid down system and process are followed - Ensure accurate and timely submission of financial transactions & requests - Adherence to set processes of updating customer interactions in CRM next Innovation & Learning - Ensure adherence to training man-days/ mandatory training programs for self - Ensure goal-setting, mid-year review and annual appraisal process within specified timelines for self - Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank.

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