Offer summary

Qualifications:

Bachelor's degree in various fields, Minimum 2+ years in Banking.

Key responsabilities:

Enhance customer engagement virtually

Increase mobile banking adoption

Cross-sell products, onboard customers

Deepen relationships, drive quality engagements

Ensure compliance to bank policies

Job description

Job Purpose:

VRM will be responsible for enhancing the customer engagement virtually to increase customer stickiness on managed clients.
They will drive mobile banking adoption & usage, increase cross-sell of products and work towards upgrading and on-boarding customers in the relationship banking program. Professionally driven to achieve higher customer satisfaction and increase retention. VRM to have complete knowledge of end-to-end bank offerings, key goals of RM, bank systems and key onboarding steps for products cross-sell.

Roles & Responsibilities:

Responsible for deepening customer relationships to increase customer relationship value.
Responsible for driving quality engagements over call with customers by following industry best practices.
Responsible for increasing mobile banking adoption and drive initial login on Optimus app.
CASA value builds up and new client acquisition 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 requirements.
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.