VRM will be responsible for enhancing customer engagement virtually to increase customer stickiness on managed clients.
They will drive mobile banking adoption & usage, increase cross-sell of products, and work towards upgrading and onboarding 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 product 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 driving initial login on the Optimus app.
- CASA value builds up, and new client acquisition and an increase in 'Product Holding Per Customer' within the mapped Current Account portfolio.
- Responsible for cross-selling of pre-approved products such as Credit Card and other offers to increase products per customer,
- Ensure all customer profiling for mapped customers is presented with suitable banking products as per their needs and requirements.
- Be solution-oriented and ensure effective onboarding on Mobile/Net Banking, Bill Pay, SIP, Insurance & Investment solutions, Retail and SME Loans, and relevant banking programs.
- Ensure the monthly operating plan is met to improve scorecard and docile rankings.
- Coordinate with respective teams for the closure of retail assets & trade transactions business generated through client engagement.
- Responsible for creating a customer-focused approach for the quick resolution of all queries and complaints to achieve NPS benchmarks.
- Ensure strict adherence to the bank policies and compliance.
- Pitch Relationship Banking program perks and eligibility criteria to customers, and onboard customers/groups to the RB program.
Secondary Responsibilities:
- Assist with audit and ensure compliance with internal and external regulations and guidelines.
- Provide the best in-class customer service to all clients to become their primary banker.
RequirementsGraduation:
Bachelor’s in Engineering / Technology / Math / Commerce / Arts / Science / Biology / Business /
Computers / Management/ any other graduation degree.
Experience:
Minimum 2+ years of relevant experience in Banking or allied Business.