Virtual Relationship Manager Leading Private Bank

3 weeks ago

Hyderabad, India Riverforest Connections Private Limited Full time

Job Purpose

To engage regularly with the customers asdefined by the contact policy and provide a Consistent & aSuperior Digital Experience.

Ensuring thatcustomers get worldclass services and their needs are understoodand met through financial products that the Bank has to offer.

To enhance Customer Relationship & whiledoing so Educate Encourage & Induce the customers to use theDigital mediums for their banking transactions/ needs while keepinga window to talk to the bank whenever customer needs.

Responsible for meeting the scorecard targets andportfolio benchmarks set and that all guidelines and regulatoryrequirements are followed.

So that the VRMbecomes the top of the mind recall amongst the customers in thecatchment for all their financial needs and services therebyensuring that the VRM also achieves the key performance parametersset

JobResponsibilities : Areas Actionable

CustomerEngagement

Continuous engagementwith the portfolio customers mapped as per the contact policy withaccurate & complete capture of interaction details.

Call handling as per defined standards.

Accurate resolution for customer queries.

Promoting Digital Banking services for a superior customerservice experience.

Profiling of customers inorder to aid right crossservicing of Bank products

Accurate logging and resolution of complaints.

Attrition control of customers.

Regular interactions with the customers and proactivelyassessing customer needs.

Deepeningrelationship by cross selling sticky products like Demat Bill PayAdvisory etc. Ensure portfolio quality of relationship while racingconsidering eligibility.

Monitor large amountmovements and account closure from the deposit accounts. Ensureretention of customers

Achievement of portfolioparameters

Meet the defined objectives of thePortfolio managed by the respective VRM

Sales

Right crosssell of products basis profiling andengagement.

Penetration of products acrossgroups.

Sales across all product segmentsTPPAssets Cards etc.

Acquiring & grouping ofall related IDs of the Primary ID.

Use oftriggers to track maturity of FDs movement of CASA balances etc andprevent outflow.

Ensure Staff are trained onproduct knowledge and requisite certifications.

Income to be generated at a customer level.

Interaction Quality

Achieve Quality benchmarksdefined from time to time.

Complete andaccurate capture of call interactions including profiling therebyaiding relationship management.

Audit and Service Quality

Ensure all laid down system and process arefollowed as stipulated by Audit and Senior Management

Ensure accurate and timely submission of financialtransactions.& requests.

Adherence to setprocesses of updating customer interactions in CRM next.

MIS Reporting

Ensure timely submission of Customer base review / reportsas requested by Central Team / Senior Management.

Educational Qualifications

Graduate

Basic BankingCommunication Experience Required

Minimumexperience in years 12 yrs preferable.

KeySkills

Major Stakeholders(intrateam and cross functional stakeholders who would need to beinteracted with for discharging duties)

Customers

Virtual Relationship BankingHead

Unit Head

Region Head

SalesManagers

"VRM","Customer Service","CrossSelling"

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