Virtual Relationship Manager

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.