Virtual Relationship Manager

2 weeks ago

Kolkata, West Bengal, India beBeeCustomer Full time ₹ 6,00,000 - ₹ 12,00,000

A Career in Customer Engagement

  • Regular engagement with customers is key to understanding their needs and delivering a superior customer experience.
  • The role involves continuous interaction with portfolio customers as per the contact policy, capturing interaction details accurately and completely.
  • Effective call handling is crucial in meeting defined standards.
  • Accurate resolution of customer queries ensures high satisfaction levels.
  • Cross-selling 'sticky products' like Demat, Bill Pay, and Advisory services deepens relationships with customers.
  • Attrition control measures are essential in retaining customers.
  • Proactive assessment of customer needs fosters strong relationships.

Achieving Portfolio Parameters

  • Meet objectives for the managed portfolio, ensuring quality of relationship while racing considerations.

Sales Growth

  • Right cross-selling of products based on profiling and engagement drives sales growth.
  • Penetration of products across customer segments enhances sales.
  • Acquiring and grouping related IDs of the primary ID improves sales performance.
  • Using triggers to track maturity of FDs and movement of CASA balances prevents outflow.
  • Ensuring staff are trained on product knowledge and certifications boosts sales.
  • Generating income at a customer level is a key performance indicator.

Interaction Quality

  • Achieve quality benchmarks defined by the organization.
  • Complete and accurate capture of call interactions, including profiling, aids relationship management.

Audit and Service Quality

  • Ensure adherence to laid-down systems and processes stipulated by audit and senior management.
  • Timely submission of financial transactions and requests ensures accuracy.
  • Updating customer interactions in CRM Next adheres to set processes.

MIS Reporting

  • Submit customer base review reports timely as requested by central team senior management.

Primary Responsibilities:

  • Engage regularly with customers as per the contact policy, providing a consistent digital experience.
  • Understand and meet customer needs through financial products offered by the bank.
  • Enhance customer relationships, educating and encouraging them to use digital mediums for banking transactions and needs.
  • Maintain a balance between digital and human interaction with customers.
  • Meet scorecard targets and portfolio benchmarks, adhering to guidelines and regulatory requirements.
  • Position the RM as the top-of-mind recall amongst customers in the catchment for all financial needs and services.

Educational Qualifications Preferred

  • Any Bachelor's Degree qualifies for this role.

Required Skills:

  • Basic Banking Knowledge
  • Excellent Communication Skills

Key Stakeholders:

  • Intra-team stakeholders
  • Cross-functional stakeholders
  • Customers
  • Prime Head
  • Regional Head
  • Unit Head
  • Team Managers

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