Virtual Relationship Manager-Elite

Primary Responsibilities

• Deepen customer relationships to increase overall relationship value.
• Acquire new Non-Resident (NR) accounts and generate referrals from existing customers.
• Drive remittances across all managed and sourced accounts.
• Conduct high-quality customer engagements over calls, following industry best practices.
• Promote adoption and usage of digital platforms such as mobile banking and the Optimus app.
• Increase product holdings per customer by cross-selling pre-approved products like credit cards and other banking solutions.
• Profile customers and recommend suitable banking products based on their needs and preferences.
• Ensure effective onboarding for Mobile/Net Banking, Bill Pay, SIPs, Insurance, Investment solutions, Retail and SME Loans, and other banking programs.
• Meet monthly operating plans to improve scorecard performance and decile rankings.
• Coordinate with internal teams to close retail asset and trade transactions generated through client engagement.
• Resolve customer queries and complaints promptly to meet Net Promoter Score (NPS) benchmarks.
• Ensure strict adherence to bank policies and compliance standards.
• Pitch Relationship Banking program benefits and onboard eligible customers/groups.

Secondary Responsibilities

• Assist with audits and ensure compliance with internal and external regulations.
• Deliver best-in-class customer service to become the primary banker for clients.

What We Are Looking For

Education

• Graduate in any discipline.
• Postgraduate qualification in any discipline is preferred.

Experience

• 2 to 5 years of relevant experience in banking or allied financial services.

Skills and Attributes

• Strong communication and interpersonal skills.
• Proven ability to engage and retain customers through virtual channels.
• Knowledge of banking products, digital platforms, and NR account services.
• Customer-centric mindset with a focus on service excellence.
• Ability to cross-sell and promote banking solutions effectively.
• High level of integrity and commitment to compliance.
• Proficiency in using banking systems and digital tools.