Virtual relationship manager

Description

A Virtual Relationship Manager (VRM) in banking sales focuses on fostering and expanding relationships with clients while driving sales of the bank's products and services. Here are the detailed job roles and responsibilities.

Key Responsibilities:

To engage regularly with the Imperial customers as defined by the contact policy and provide a Consistent & Superior Digital Experience. Ensuring that customers get world-class services and their needs are understood and met through financial products that the Bank has to offer.

Responsible for meeting the scorecard targets and portfolio benchmarks set and that all guidelines and regulatory requirements are followed. So that the VRM becomes the top-of-the-mind recall amongst the customers in the catchment for all their financial needs and services, thereby ensuring that the VRM also achieves the key performance parameters set.

Customer Engagement

Continuous engagement with the portfolio customers mapped (500 to 600 groups/ PF) 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 proactively assessing customer needs.
 Ensure portfolio quality of relationship while racing considering eligibility.
 Monitor large amount movements and account closure from the deposit accounts.
 Ensure retention of customers
 Achievement of portfolio parameters
 Meet the defined objectives of the Portfolio managed by respective Imperia -VRM Sales
 Right, cross-sell of products basis profiling and engagement.
 Penetration of products across groups.
 Sales across all product segments-TPP, Assets, Cards etc.
 Complete and accurate capture of call interactions, including profiling thereby aiding relationship management.
 Ensure accurate and timely submission of financial transactions. & requests.
 Adherence to set processes of updating customer interactions in CRM next.,