Heres a typical job description (JD) for a Virtual Relationship Manager (Virtual RM / VRM) position based on available role insights and responsibilities commonly seen for this role in the bank’s hiring patterns.
As a Virtual Relationship Manager (VRM) , you will be responsible for managing and deepening relationships with assigned customers through virtual channels (phone, email, video calls). The role focuses on customer service, sales, product adoption, and portfolio management without physical branch interaction.
Key Responsibilities
Customer Relationship Management
- Build and maintain strong customer relationships through regular virtual engagements.
- Understand customer financial needs and offer appropriate banking solutions.
- Ensure effective customer profiling and follow-up on service requests.
Engagement & Service Delivery
- Conduct proactive engagement with customers over phone calls, emails, or video interactions to address queries.
- Drive quality engagements and ensure high levels of customer satisfaction.
- Support customers with digital banking adoption (mobile/net banking, app onboarding).
Sales & Business Development
- Promote and cross-sell bank products such as savings accounts, credit cards, loans, and other retail offerings.
- Acquire recent customers through virtual channels and increase wallet share of existing portfolio.
- Achieve assigned sales targets and contribute to team business goals.
Portfolio & Compliance Management
- Manage a portfolio of assigned customers, ensuring timely follow-up and service excellence.
- Maintain accurate customer records and adhere to internal compliance and KYC norms.
- Coordinate with other teams (operations, support functions) for issue resolution and service delivery.
Qualifications & Skills
- Bachelor’s degree in any discipline (Finance, Business, Marketing preferred).
- Strong communication and interpersonal skills (verbal & written).
- Experience in customer relationship management, telesales, or banking will be an advantage.
- Comfortable using CRM tools, digital communication platforms, and sales dashboards.
- Customer-centric mindset with ability to balance service and sales goals.
Performance Indicators
- Customer satisfaction and engagement scores.
- Achievement of sales and cross-sell targets.
- Quality of customer interactions and adherence to process.