Job Responsibilities(JR) :

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.

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.

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