Virtual Relationship Officer

Full Job Description
Job Title: Virtual Relationship Officer.

Location: Work From Office.

Educational Qualification: Any Graduate.

Ensuring that customers get world-class services and their needs are

understood and met through financial products that the Bank has to

offer.

 Customer Engagement: 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.

 Achievement of portfolio parameters: Meet the defined objectives

of the Portfolio managed by the respective 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.

 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.

 Interaction Quality: Achieve Quality benchmarks defined from

time to time.

 Complete and accurate capture of call interactions, including

profiling thereby aiding relationship management.

 Audit and Service Quality Ensure all laid down system and process

is 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.

 MIS – Reporting: Ensure timely submission of Customer base

review / reports as requested by Central Team / Senior

Management.

 To engage regularly with the customers as defined by the contact

policy and provide a Consistent & a Superior Digital Experience.

Ensuring that customers get world-class services.

 To enhance Customer Relationship & while doing so, Educate,

Encourage & Induce the customers to use the Digital mediums for

their banking transactions/ needs, while keeping a "window' to

talk.

 Responsible for meeting the scorecard targets and portfolio

benchmarks set and that all guidelines and regulatory requirements

are followed.

 So that the RM becomes the top of the mind recall amongst the

customers in the catchment for all their financial needs and

services.

 thereby ensuring that the RM also achieves the key performance

parameters set.

Qualifications & Skills

 Excellent Verbal & Written Communication Skills.

 0-1 year experience from BFSI/NBFC industry.

 Candidates should be able to come in Mumbai office for

interview.

 Should have knowledge on basic banking domain.

 Great networking skills.

 Fresher’s can apply.

 Outstanding interpersonal abilities.

 Candidate should be comfortable for coming walk-in

interview.

Mandatory skills: Call Handling, Customer Needs, Resolution of

Complaints, Customer Engagement, BFSI.

Job Type: Full-time

Salary: ₹170,000.00 - ₹210,000.00 per year

Schedule:

Monday to Friday
Ability to commute/relocate:

Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):

Should have knowledge on basic banking domain.
Experience:

Customer service (Required)
Language:

English (Preferred)