Job Purpose
To engage regularly with the Imperia customers as defined by the contact policy and provide a Consistent &
a Superior Digital Experience. Ensuring that customers get world-class services and their needs are
understood and met through financial products that the Bank has to offer.
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 to the bank
whenever customer needs.
Responsible for meeting the scorecard targets and portfolio benchmarks set and that all guidelines and
regulatory requirements are followed.
So that the VRM becomes the top of the mind recall amongst the customers in the catchment for all their
financial needs and services, thereby ensuring that the VRM also achieves the key performance parameters set
Job Responsibilities(JR)
Customer Engagement
Continuous engagement with the portfolio customers mapped (500 to 600 groups/ PF) 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 Imperia -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 are 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.
Educational Qualifications (examples
Graduate
Key Skills(examples listed below)
• Basic Banking
• Communication
Experience Required
Minimum experience in years – 2-3 yrs. preferable.
Major Stakeholders(intra team and cross functional stakeholders, who would need to be interacted with for
discharging duties)
• Customers
• Virtual Relationship Banking Head
• Unit Head
• Region Head
• Sales Managers
