Roles And Responsibility :

Customer Interactions :

Achievement of Contact policy defined

Call handling as per defined standards.

100% accurate resolution on Calls received at the VRM desk.

Promoting Digital Banking services for better customer service experience.

Capturing of customer interaction. .

Accurate logging and resolution of complaints

Every group mapped under portfolio to be contacted once in two months.

Provide 100% accurate resolution on calls handled.

100% accurate / complete capture of customer interactions.

Error-free handling of requests/transactions on calls.

Migrating customers to digital platform.

Error-free & on time logging of complaints.

Accurate and timely resolution of complaints/ customer issues.

Error free servicing to the customer

Achievement of portfolio parameters :

Ensure that the VRM meets the defined objectives of the Portfolios raced under VRM program.

Eligibility: Atleast 85% of the groups should be eligible for the VRM program in any given month.

STP: To meet defined STP target.

IPH: To meet the defined target

CTG: To meet the defined target

Income: VRM has to achieve the monthly income target

Sales :

Increase liabilities size of relationship

Penetration of products across family groups.

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

Increase portfolio size through grouping options

Enhancing customer wallet size

Increase of Balances in a/cs of existing customer

Acquire all related ids of the Primary id and send racing request on Web-based system/entry form to CPU for flagging and grouping.

Use of triggers to track maturity of FDs and prevent outflow.

Achieve the scorecard target defined for the Portfolio

Customer Engagement:

Carry out out-calling to the portfolio customers as per defined process.

Carry out continuous customer engagement to the assigned portfolio.

Carry out profiling of customers and carry out cross-servicing of the identified service products.

Attrition control of customers

Continuous customer engagement through outbound calls basis defined triggers & Birthday calls(as per current defined process)

Attrition control

Includes persuading the customer to continue and if required renew FDs

Deepen by cross selling sticky products like Demat, Bill Pay, Advisory.

Ensure quality of relationship while racing. Should be capable of maintaining eligibility

Regular customer contact to establish needs of the customer and opportunities to cross-sell

Monitor large amount movements and account closure from the deposit accounts and ensure that customer does not attrite

Ensure that the marketing analytics list on possible attrite, is called and retained

Call Quality :

To achieve Quality benchmarks defined from time to time.

Exceptional / Very Good rating in Service Quality audit/checks.

First Call Resolution 90%( for non-complaint calls)

Consistently achieve defined Call quality scores.

Process Compliance :

Ensure adherence to process and audit requirements.

Ensure accurate and timely submission of financial transactions.& requests

Adherence to set processes of updating customer interactions in CRM next.

Error-free logging/recording of customer requests and adherence to processes defined.

MIS Reporting:

To ensure accurate and timely reporting of MIS as circulated.

Timely and accurate reporting of defined MIS.

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