Virtual Relationship Manager

Category: Banking

Location: Mumbai Maharashtra India

Job Purpose:

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VRM will be responsible for enhancing the customer engagement virtually to increase customer stickiness on managed clients.
They will drive mobile banking adoption & usage, increase cross-sell of products and work towards upgrading and on-boarding customers in the relationship banking program. Professionally driven to achieve higher customer satisfaction and increase retention. VRM to have complete knowledge of end-to-end bank offerings, key goals of RM, bank systems and key onboarding steps for products cross-sell.

Roles & Responsibilities:

• Responsible for deepening customer relationships to increase customer relationship value.
  
• Responsible for driving quality engagements over call with customers by following industry best practices.
  
• Responsible for increasing mobile banking adoption and drive initial login on Optimus app.
  
• CASA value builds up and new client acquisition and increase in 'Product Holding Per Customer' within mapped portfolio.
  
• Responsible for cross-sell of pre-approved products such as Credit Card and other offers to increase products per customer,
  
• Ensure all customer profiling for mapped customers and presented with suitable banking products as per their need and requirements.
  
• Be solution oriented and ensure effective on-boarding on Mobile/Net Banking, Bill Pay, SIP, Insurance & Investment solutions, Retail and SME Loans and relevant banking programs.
  
• Ensure monthly operating plan is met to improve scorecard and decile rankings.
  
• Coordinate with respective teams for closure of retail assets & trade transactions business generated through client engagement.
  
• Responsible for creating a customer-focused approach for quick resolution of all queries and complaints to achieve NPS benchmarks.
  
• Ensure strict adherence to the bank policies and compliance.
  
• Pitch Relationship Banking program benefits and eligibility criteria to customers and on-board customers/groups to the RB program.
  

Secondary Responsibilities:

• Assist audit and ensure compliance to internal and external regulations and guidelines.
  
• Provide best in-class customer service to all clients to become their primary banker.
  

Requirements

Graduation:

Bachelor’s in Engineering / Technology / Maths / Commerce / Arts / Science / Biology / Business /

Computers / Management/ any other graduation degree.

Experience:

Minimum 2+ years of relevant experience in Banking or allied Business.

Details