Virtual Relationship Manager

Roles & Responsibility :

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 the right cross-servicing of Bank products

- Accurate logging and resolution of complaints.

- Attrition control of customers.

- Regular interactions with the customers and proactively assessing customer needs.

- Deepening relationships by cross-selling sticky products' like Demat, Bill Pay, Advisory, etc.

- Monitor large amount movements and account closure from the deposit accounts.

- Ensure retention of customers

Sales :

- Right cross-sell of products basis profiling and engagement.

- Penetration of products across groups.

- Sales across all product segments-TPP, Assets, etc.

- Acquiring & grouping all related IDs of the Primary ID.

- Use triggers to track FDs' maturity, CASA balances' movement, etc., and prevent outflow.

- Income to be generated at a customer level.

Skills Required :

- Banks Product Knowledge

- Planning and Organizing Skills

- Interpersonal Skills

- Sales and Influencing Skills

- Communication

- Knowledge of Competition

- Awareness of Banking regulations

- Credit knowledge when required

- Good Administrator

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