Job Description

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Role/ Job Title: VRM - NRI

Business: Retail Banking

Function/ Department: Retail Liabilities

Place of Work: Sales Hub

Roles & Responsibilities:

• Responsible for deepening customer relationships to increase customer relationship value.
• Acquisition of NR accounts and generating referrals from existing customers.
• Ensuring remittances in all managed & sourced accounts.
• Responsible for driving quality engagements over call with customers by following industry best practices.
• Responsible for increasing adoption of digital platforms like mobile banking and drive initial login on Optimus app.
• Value build up 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 requirement.
• 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.

Key Success Metrics:

Individual Contribution: Remittances, Value Growth, Fee Income Growth, NTB Customer IDs, Net Promoter Score(NPS) % customers Optimus download, products per customer (PPC), cross-sell (assets products), %increase in average ORV, customers upgraded to RB program, family/groups created

IDFC FIRST Bank