Key Result / Responsibility Areas:
Continuous engagement with the portfolio customers mapped 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.
oRegular interactions with the customers and pro-actively assessing customer needs.
oDeepening relationship by cross selling 'sticky products' like Demat, Bill Pay, Advisory etc.
oEnsure portfolio quality of relationship while racing considering eligibility.
oMonitor large amount movements and account closure from the deposit accounts.
oEnsure retention of customers
Achievement of portfolio parameters :
Meet the defined objectives of the Portfolio managed by the respective VRM.
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.
Ensure timely submission of Customer base review / reports as requested by Central Team / Senior Management.
Sales Managers of respective products / location
VRM central team
CPU & Backend operation teams
IT Department for system related software / hardware issues
Liaise with Post Office / Courier for deliverables related issues
Vendor Representatives / Supervisors;
Insurance Sales Managers;
Mutual Fund House Representatives;
VRM Team Manager
Banks Product Knowledge
Planning and Organizing Skills
Sales and Influencing Skills
Knowledge of Competition
Awareness of Banking regulations
Credit knowledge when required
Good at net-working
Ability to develop contacts in the local area
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