Virtual Relationship Banking-cop Officer-processing

**Group Company**: HDFC Bank Limited **Designation**: Virtual Relationship Banking-COP Officer-Processing (BU93_1702_100073) **Office Location**: MIDC Andheri East Mumbai (Branch) **Position description**: **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 are 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 **Primary Responsibilities**: - 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 and their needs are understood and met through financial products that the Bank has to offer - 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 to the bank whenever customer needs. - 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 **Educational qualifications preferred** - **Category**: Bachelor's Degree **Required work experience** - **Years of experience**: 1 to 2 **Required Skills**: - Basic Banking - Communication **Required abilities** - **Other**:Major Stake holders **(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties) - Customers - Prime Head - Regional Head - Unit Head - Team Managers