Virtual Relationship Manager

Job Purpose

• 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 VRM becomes the top of the mind recall amongst the customers in the catchment for all their financial needs and services, thereby ensuring that the VRM also achieves the key performance parameters set.

• Job Responsibilities(JR) : 6 8 Areas Actionable (4-6)

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.

•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.

Educational Qualifications

• Graduate

Key Skills

• Basic Banking
• Communication

Experience Required

• Minimum experience in years 1-2 yrs. preferable.

Major Stakeholders

intra team and cross functional stakeholders, who would need to be interacted

with for discharging duties)

• Customers
• Virtual Relationship Banking Head
• Unit Head
• Region Head
• Sales Managers