Virtual Relationship Manager

Title

About Us

Paytm is India's leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants, and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments, and financial services. One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma.

About the role

ERM will be assigned a merchant portfolio and will be responsible for the following:

• Drive merchant engagements, service, complaint management, upsell/cross-sell and improve overall portfolio quality.

Expectations/ Requirements

• Engage with merchants through outbound and inbound calls as per the contact management program.
• Build merchant relationships through engagement, assistance, and timely response to queries.
• Ensure all service requests are timely processed and closed as per TAT.
• Manage merchant expectations and merchant satisfaction tracked via MSAT scores.
• Need-based conversations with merchants to provide suitable products.
• Generate revenue and contribute to profitable growth by focusing on GMV growth.
• Reduce Merchant churn.
• Increase product penetration per merchant through upsell/cross-sell.
• Conduct Merchant meetings for continuous feedback.
• Manage merchant escalation and ensure the same is closed within TAT.
• Minimize repeat complaints/service requests.
• Cohesively work with a lot of people, across functions and teams every day.
• Ensure satisfactory rating in all internal/external audits.
• Ensure compliance with all process notes and circulars issued from time to time.
• Deliver KPIs and ensure satisfactory ratings on the performance scorecard.

Superpowers/ Skills that will help you succeed in this role

• Relevant 1-2 years of experience in virtual relationship management channels in payments/banking domain or similar industry is preferred.
• Having led Revenue Targets through Farming.
• High level of drive, initiative, and self-motivation.
• Good oral and written communication skills are a must.
• Understanding of Technology and User Experience.
• Growth mindset.
• Willingness to experiment and improve continuously.

Education Qualification

Why join us

• A collaborative output-driven program that brings cohesiveness across businesses through technology.
• Improve the average revenue per user by increasing cross-sell opportunities.
• A solid 360 feedback from your peer teams on your support of their goals.
• Respect, that is earned, not demanded from your peers and manager.

Compensation

If you are the right fit, we believe in creating wealth for you. With enviable 500 mn+ registered users, 21 mn+ merchants, and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants and we are committed to it. India's largest digital lending story is brewing here. It's your opportunity to be a part of the story!