Virtual Relationship Manager

1. The Virtual Relationship managements engages with the Bank customers and prospects, virtually, to provide a seamless experience to customers.

2. Developing and Expanding existing HNI customer relationships by ensuring quality portfolio.

3. Continuous engagement with the portfolio customers mapped as per the contact policy with accurate and complete capture of interaction details.

4. Call Handling as per desired standards.

5. Fulfilling customer service requirements and deepening relationships.

6. Creating the opportunity to provide financial solutions to customers via cross-sell and upsell.

7. Aids in developing and maintaining strong customer relationships, both within a company as well as with new clients.

8. Seek out new business opportunities for the clients while advising them on products or services that best fit their needs.

2. SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

Relationship Management

Sales Banking

Upselling and Cross Selling

Customer Relationship

3. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

I. Business/ Financials

Developing and Expanding existing HNI customer relationships for Liabilities and Asset.

Right cross sell and upsell of Bank products basis profiling and engagement and build penetration for channels like Internet/ Mobile Banking.

Income generation through sales across all product segments Liability, Asset and TPP.

Acquiring relationships through family accounts and references.

Informing customers of new products or product enhancements to further expand the Banking relationships.

Track FDs and movement of CASA balances etc. and prevent outflow.

Maintaining complete relationship record for assigned customer base.

Collaborating with field sales team to ensure lower cycle times and best conversion rates.

II. Customer Service (Both Internal & External)

Achieve quality benchmarks defined from time to time.

Responsible to improve service standards (TAT/ First Time Right).

Complete and accurate capture of call interactions including profiling thereby aiding relationship management.

Adherence to set processed of updating customer interactions in CRM.

Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.

Ensure customer delight and consistent service experience, including timely resolution of customer queries/ issues.

Ensure customer retention.

III. Internal Process

Ensure timely submission of customer base review/ reports as requested by Management.

Adherence to Information Security norms and Quality process.

Act on feedback given by Supervisor and on the coaching for improving performance.

Ensure all laid down system and process are followed as stipulated by the management.

IV. Innovation & Learning

• Maintain adequate knowledge of Banks products, services & processes.
• Ensure completion of mandatory certification courses.
• Develop basic understanding of core banking system, customer on-boarding solutions, mobility platforms and CRM solution.
• Develop awareness of standards and best practices of peers/competition in the local banking sector.
• Constantly upgrade training skills.
• Maintain complete knowledge of various guidelines from regulators on customer service, grievances redressal, KYC/AML norms etc.

4. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

Any Graduation / MBA / PGDM

Experience

Minimum 2+ years experience in customer care/ operations/ service quality/ sales at Banks