Position description: Ensuring that customers get worldclass services and their needs are understood and met through financial products that the Bank has to offer.

Primary Responsibilities :

Customer Engagement :

- Continuous engagement with the portfolio customers mapped as per the contact policy, with accurate amp; 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 crossservicing of Bank products

- Accurate logging and resolution of complaints.

- Attrition control of customers.

- Regular interactions with the customers and proactively 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 crosssell of products basis profiling and engagement.

- Penetration of products across groups.

- Sales across all product segmentsTPP, Assets, Cards etc.

- Acquiring amp; 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.

Additional 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 worldclass services and their needs are u

- To enhance Customer Relationship amp; while doing so, Educate, Encourage amp; Induce the customers to use the Digital mediums for their banking transactions needs, while keeping a window to talk

- 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: Bachelors Degree, Masters Degree

Required work experience

Industry : BFSI Insurance

Role: Fresher Sales

Years of experience: 0 to 1

Required Skills :

- Basic Banking

- Communication

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