- Ensuring that customers get world-class services and their needs are understood and met through financial products that the Bank has to offer.

- 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 is 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.

- 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.

- 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.

- 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.

Qualifications & Skills :

- Excellent Verbal & Written Communication Skills.

- 0-1 year experience from BFSI/NBFC industry.

- Candidates should be able to come in Mumbai office for interview.

- Should have knowledge on basic banking domain.

- Great networking skills.

- Fresher's can apply.

- Outstanding interpersonal abilities.

- Candidate should be comfortable for coming walk-in interview.

Mandatory skills: Call Handling, Customer Needs, Resolution of Complaints, Customer Engagement, BFSI.

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