Virtual Relationship Manager

Job Description

JOB TITLE Virtual Relationship Manager GRADE DM-II DEPARTMENT Phone Banking LOCATION HO SUB-DEPARTMENT Phone Banking TYPE OF POSITION Full-time REPORTS TO Team Leader – Virtual Relationship Management REPORTING INTO NA ROLE PURPOSE & OBJECTIVE The Virtual Relationship managements engages with the Bank customers and prospects, virtually, to provide a seamless experience to customers. Developing and Expanding existing HNI customer relationships by ensuring quality portfolio. Continuous engagement with the portfolio customers mapped as per the contact policy with accurate and complete capture of interaction details. Call Handling as per desired standards. Fulfilling customer service requirements and deepening relationships. Creating the opportunity to provide financial solutions to customers via cross-sell and upsell. Aids in developing and maintaining strong customer relationships, both within a company as well as with new clients. Seek out new business opportunities for the clients while advising them on products or services that best fit their needs. KEY DUTIES & RESPONSIBILITIES OF THE ROLE Business/ Financials Continuous engagement with customers mapped Promoting digital banking services for a superior customer service experience Profiling of customers in order to aid right cross-servicing of bank products Meet the defined objectives of the Portfolio managed Customer (Both Internal & External) Call handling as per defined standards (Both Service & Sales) Regular interaction with customers and pro-actively accessing customer needs Accurate resolution for customer queries Attrition control of customers Deepening relationship by cross selling Ensure retention of customers Sales across all product segments Internal Process Achieve quality benchmarks defined from time to time Accurate logging of calls Ensure all laid down system and process are followed Ensure accurate and timely submission of financial transactions & requests Adherence to set processes of updating customer interactions in CRM next Innovation & Learning Ensure adherence to training man-days/ mandatory training programs for self Ensure goal-setting, mid-year review and annual appraisal process within specified timelines for self Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS Educational Qualifications Graduate in any discipline Experience (Years and Core Experience Type) 2-4 years of experience; fresher can be considered if they possess the required educational qualifications and aptitude. Certifications NA Functional Skills Relationship Management Sales – Banking Customer Relationship Upselling and Cross Selling Behavioral Skills Good communication skills – both oral and written Good interpersonal management skills Problem solving skills Decision making ability Competencies Banks Product Knowledge Planning and Organizing Skills Sales and Influencing Skills Awareness of Banking regulations Show more Show less