Senior Executive Recruiter at Forret India Pvt Ltd
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Virtual Relationship Manager - Banking (0-5 yrs)
We are a placement firm based in India and we have the good exposure in international Market.
Kindly find the below job description for current openings:
Company Name: Leading Banking Sector
Job Location : Indore
Job Role: Virtual Relationship Manager (VRM)
Department : Phone Banking
Job Description:
- 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.
Key Responsibilities:
1. 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
2. Achievement of portfolio parameters :
- Meet the defined objectives of the Portfolio managed by the respective VRM.
3. 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.
4. Interaction Quality :
- Achieve Quality benchmarks defined from time to time.
- Complete and accurate capture of call interactions, including profiling thereby aiding relationship management.
5. 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.
6. MIS - Reporting:
- Ensure timely submission of Customer base review / reports as requested by Central Team / Senior Management.
Feel free to contact me on +91 9879124554, if you have any queries.
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