Virtual Relationship Manager

Role: Associate / Sr. Associate – VRM (Merchant Onboarding & Portfolio Management)

Location: [Noida]

Department: Merchant Onboarding & Portfolio

Reporting To: Team Lead / Manager – Onboarding

Role Overview

As a VRM Associate, you will support merchants in completing their onboarding journey with Paytm Payments Services. The role involves guiding merchants through document submission, compliance checks, and basic integration readiness, ensuring smooth and timely activation along with portfolio management.

Key Responsibilities

• Connect with merchants over calls, emails, or chats to guide them through onboarding steps.
• Ensure submission and verification of required documents (KYC, KYB etc.).
• Follow up with merchants on pending actions (docs upload, consent, docs rejected, risk rejected, agreement acceptance, etc.).
• Coordinate with internal teams (Ops & Risk) for status updates or issue resolution.
• Maintain accurate onboarding records in CRM/ERP/Tracker.
• Provide basic guidance on payments integration steps and direct merchants to integration support teams when required.
• Escalate complex cases or delays to Team Lead/Manager promptly.
• Meet daily/weekly targets on merchant follow-ups and onboarding completions.
  

Required Skills & Competencies

• Strong communication skills (English & Hindi/regional language).
• Basic understanding of fintech/payments industry (preferred).
• Comfortable with Excel/Google Sheets and CRM tools.
• Ability to manage multiple follow-ups and handle high-volume portfolios.
• Target-oriented, detail-focused, and proactive in resolving issues.
  

Educational & Experience Requirements

• Graduate (any stream).
• 0–2 years of experience in telesales, operations, customer support, or onboarding roles.
• Freshers with good communication and eagerness to learn are encouraged to apply.
  

Key Performance Indicators (KPIs)

• Number of merchants onboarded (Lead Go-Live).
• Timely follow-up and closure of pending cases.
• Accuracy of data entry and documentation.
• Drop-off reduction at key onboarding stages.