Virtual Relationship Manager

1. POSITION DESCRIPTION

JOB TITLE

Virtual Relationship Manager

GRADE

DM-II

DEPARTMENT

Phone Banking

LOCATION

HO

SUB-DEPARTMENT

Phone Banking

TYPE OF POSITION

Full-time

REPORTS TO

Team Leader – Virtual Relationship Management

REPORTING INTO

NA

2. ROLE PURPOSE & OBJECTIVE

• The Virtual Relationship managements engages with the Bank customers and prospects, virtually, to provide a seamless experience to customers.

• Developing and Expanding existing HNI customer relationships by ensuring quality portfolio.

• Continuous engagement with the portfolio customers mapped as per the contact policy with accurate and complete capture of interaction details.

• Call Handling as per desired standards.

• Fulfilling customer service requirements and deepening relationships.

• Creating the opportunity to provide financial solutions to customers via cross-sell and upsell.

• Aids in developing and maintaining strong customer relationships, both within a company as well as with new clients.

• Seek out new business opportunities for the clients while advising them on products or services that best fit their needs.

3. SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• 50000 to 200000 TRV customers portfolio management

• 12 to 20 Lakhs value generation

• All assets and liabilities products and services handled

• 130+ calls handled per day

• Manage 3000+ customer portfolio

4. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

• Continuous engagement with customers mapped

• Promoting digital banking services for a superior customer service experience

• Profiling of customers in order to aid right cross-servicing of bank products

• Meet the defined objectives of the Portfolio managed

Customer (Both Internal & External)

• Call handling as per defined standards (Both Service & Sales)

• Regular interaction with customers and pro-actively accessing customer needs

• Accurate resolution for customer queries

• Attrition control of customers

• Deepening relationship by cross selling

• Ensure retention of customers

• Sales across all product segments

Internal Process

• Achieve quality benchmarks defined from time to time

• Accurate logging of calls

• Ensure all laid down system and process are followed

• Ensure accurate and timely submission of financial transactions & requests

• Adherence to set processes of updating customer interactions in CRM next

Innovation & Learning

• Ensure adherence to training man-days/ mandatory training programs for self

• Ensure goal-setting, mid-year review and annual appraisal process within specified timelines for self

• Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank

5. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• Graduate in any discipline

Experience (Years and Core Experience Type)

• 1+ years of experience; fresher can be considered if they possess the required educational qualifications and aptitude.

Certifications

• NA

Functional Skills

• Relationship Management

• Sales – Banking

• Customer Relationship

• Upselling and Cross Selling

Behavioral Skills

• Good communication skills – both oral and written

• Good interpersonal management skills

• Problem solving skills

• Decision making ability

Competencies

• Banks Product Knowledge

• Planning and Organizing Skills

• Sales and Influencing Skills

• Awareness of Banking regulations

6. KEY INTERACTIONS

INTERNAL

EXTERNAL

• Operations team

• Branch team

• Products team

• Service Quality

• Deliverables team

• NTB/ETB Customers

• Referrals

Prepared by: Shiv K C

Date: 27-03-2024

Reviewed by: Manamohan AS

Date: 27-03-2024

Last updated by: TM Team