Virtual Relationship Manager

Job Purpose:
VRM will be responsible for enhancing the customer engagement virtually to increase customer sickiness 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 build 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 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-focussed 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