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Virtual Relationship Manager

Jaipur, Rajasthan

Addrec Solutions(GULF SEARCH)

Job Description

Key Result / Responsibility Areas:

Customer Engagement:

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.
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.

Internal Interactions

Sales Managers of respective products / location
Product representatives
VRM central team
Marketing Dept.
ATM Co-ordinator
CPU & Backend operation teams
IT Department for system related software / hardware issues

External Interactions

Liaise with Post Office / Courier for deliverables related issues
Vendor Representatives / Supervisors;
Insurance Sales Managers;
Mutual Fund House Representatives;

Supervision Received:

VRM Team Manager


Competencies:

Banks Product Knowledge
Planning and Organizing Skills
Interpersonal Skills
Sales and Influencing Skills
Communication
Knowledge of Competition
Awareness of Banking regulations
Credit knowledge when required
Good Administrator
Good at net-working
Ability to develop contacts in the local area

Company Description

We are a Human Resources and Staffing Solutions Company, providing organizations with... solutions & services to meet their workforce needs across the world. We help our customers locate the best talent, enabling them to retain their competitive edge and sharpen their focus on core strengths. We strive hard to find the right employees with the right skills, to meet our clients needs. We have Ten plus years of management experience in providing recruitment, staffing, assessment and selection services. With operations in India, Dubai & Singapore we aim to be a partner of choice for our clients.
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Additional Information

Last updated:
01/06/2018
Job type:
Full time
Position type:
Permanent
Vacancies:
1
Minimum experience:
Two years
Education:
Compulsory Education
Salary range:
₹ 2,00,000 - ₹ 4,00,000 / Yearly (Gross Pay)
Category:
Jobs in Banking / Financial Services
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