Relationship Manager - Banking

Job description
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.