Job Purpose:

VRM will be responsible for enhancing the customer engagement virtually to increase customer sickiness on managed clients. They will drive mobile banking adoption & usage, increase cross-sell of products and work towards upgrading and on-boarding customers in the relationship banking program. Professionally driven to achieve higher customer satisfaction and increase retention. VRM to have complete knowledge of end-to-end bank offerings, key goals of RM, bank systems and key Onboarding steps for products cross-sell.

Roles & Responsibilities :

- Responsible for deepening customer relationships to increase customer relationship value

- Responsible for driving quality engagements over call with customers by following industry best practices

- Responsible for increasing mobile banking adoption and drive initial login on Optimus app

- CASA value build up and new client acquisition and increase in 'Product Holding Per Customer' within mapped portfolio

- Responsible for cross-sell of pre-approved products such as Credit Card and other offers to increase products per customer

- Ensure all customer profiling for mapped customers and presented with suitable banking products as per their need and requirement

- Be solution oriented and ensure effective on-boarding on Mobile/Net Banking, Bill Pay, SIP, Insurance & Investment solutions, Retail and SME Loans and relevant banking programs.

- Ensure monthly operating plan is met to improve scorecard and decile rankings.

- Coordinate with respective teams for closure of retail assets & trade transactions business generated through client engagement.

- Responsible for creating a customer-focussed approach for quick resolution of all queries and complaints to achieve NPS benchmarks.

- Ensure strict adherence to the bank policies and compliance

- Pitch Relationship Banking program benefits and eligibility criteria to customers and on-board customers/groups to the RB program

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