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. \xef\x82\xb7 Customer Engagement: Continuous engagement with the portfolio customers mapped as per the contact policy, with accurate & complete capture of interaction details. \xef\x82\xb7 Call handling as per defined standards. \xef\x82\xb7 Accurate resolution for customer queries. \xef\x82\xb7 Promoting Digital Banking services for a superior customer service experience. \xef\x82\xb7 Profiling of customers in order to aid right cross-servicing of Bank products. \xef\x82\xb7 Accurate logging and resolution of complaints. \xef\x82\xb7 Attrition control of customers. \xef\x82\xb7 Regular interactions with the customers and pro-actively assessing customer needs. \xef\x82\xb7 Deepening relationship by cross selling \'sticky products\' like Demat, Bill Pay, Advisory etc. \xef\x82\xb7 Ensure portfolio quality of relationship while racing considering eligibility. \xef\x82\xb7 Monitor large amount movements and account closure from the deposit accounts. \xef\x82\xb7 Ensure retention of customers. \xef\x82\xb7 Achievement of portfolio parameters: Meet the defined objectives of the Portfolio managed by the respective VRM. \xef\x82\xb7 Sales: Right cross-sell of products basis profiling and engagement. \xef\x82\xb7 Penetration of products across groups. \xef\x82\xb7 Sales across all product segments-TPP, Assets, Cards etc. \xef\x82\xb7 Acquiring & grouping of all related IDs of the Primary ID. \xef\x82\xb7 Use of triggers to track maturity of FDs, movement of CASA balances etc. and prevent outflow. \xef\x82\xb7 Ensure Staff are trained on product knowledge and requisite certifications. \xef\x82\xb7 Income to be generated at a customer level. \xef\x82\xb7 Interaction Quality: Achieve Quality benchmarks defined from time to time. \xef\x82\xb7 Complete and accurate capture of call interactions, including profiling thereby aiding relationship management. \xef\x82\xb7 Audit and Service Quality Ensure all laid down system and process is followed as stipulated by Audit and Senior Management. \xef\x82\xb7 Ensure accurate and timely submission of financial transactions & requests. \xef\x82\xb7 Adherence to set processes of updating customer interactions in CRM next. \xef\x82\xb7 MIS \xe2\x80\x93 Reporting: Ensure timely submission of Customer base review / reports as requested by Central Team / Senior Management. \xef\x82\xb7 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. \xef\x82\xb7 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. \xef\x82\xb7 Responsible for meeting the scorecard targets and portfolio benchmarks set and that all guidelines and regulatory requirements are followed. \xef\x82\xb7 So that the RM becomes the top of the mind recall amongst the customers in the catchment for all their financial needs and services. \xef\x82\xb7 thereby ensuring that the RM also achieves the key performance parameters set. Qualifications & Skills \xef\x82\xb7 Excellent Verbal & Written Communication Skills. \xef\x82\xb7 0-1 year experience from BFSI/NBFC industry. \xef\x82\xb7 Candidates should be able to come in Mumbai office for interview. \xef\x82\xb7 Should have knowledge on basic banking domain. \xef\x82\xb7 Great networking skills. \xef\x82\xb7 Fresher\xe2\x80\x99s can apply. \xef\x82\xb7 Outstanding interpersonal abilities. \xef\x82\xb7 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: 9170,000.00 - 9210,000.00 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)