Walkindrive -Virtual Relationship Banking-PB Officer(25 Sep To 4 oct)

Role & responsibilities

Ensure engagement with the portfolio customers mapped as per the contact policy, with accurate & complete capture of interaction details.

Primary Responsibilities

• Relationships and Sales Meet the defined objectives of the Portfolio managed by the respective VRM Continuous engagement with the portfolio customers mapped as per the contact policy, with accurate & complete capture of interaction details.
  
• Call handling as per defined standards.
• 
  Accurate resolution for customer queries.
• 
  Promoting Digital Banking services for a superior customer service experience.
• 
  Profiling of customers in order to aid right cross-servicing of Bank products Accurate logging and resolution of complaints.
• 
  Attrition control of customers.
• 
  Regular interactions with the customers and pro-actively assessing customer needs.
• 
  Deepening relationship by cross selling 'sticky products' like Demat, Bill Pay, Advisory etc.
• 
  Ensure portfolio quality of relationship while racing considering eligibility.
• 
  Monitor large amount movements and account closure from the deposit accounts.
• 
  Ensure retention of customers Meet the defined objectives of the Portfolio managed by the respective VRM Right cross-sell of products basis profiling and engagement.
• 
  Penetration of products across groups.
• 
  Sales across all product segments-TPP, Assets, Cards etc.
• 
  Acquiring & grouping of all related IDs of the Primary ID.
• 
  Use of triggers to track maturity of FDs, movement of CASA balances etc and prevent outflow. Ensure Staff are trained on product knowledge and requisite certifications.
• 
  Income to be generated at a customer level.
• 
  Achieve Quality benchmarks defined from time to time.
• 
  Complete and accurate capture of call interactions, including profiling thereby aiding relationship management.
• 
  Ensure all laid down system and process are followed as stipulated by Audit and Senior Management
• 
  Ensure accurate and timely submission of financial transactions & requests.
• 
  Adherence to set processes of updating customer interactions in CRM next.
• 
  Ensure timely submission of Customer base review / reports as requested by Central Team / Senior Management.