As a CEC Relationship Manager – VRM, you will be responsible for managing outbound customer interactions for Wealth and Privy clients through the virtual relationship channel. This role focuses on delivering superior service, driving product sales, and enhancing customer engagement through structured communication and personalized banking solutions. You will be trained across multiple banking products including cards, liabilities, and assets, enabling you to function as a universal phone banking officer.
The role demands robust communication skills, a customer-first mindset, and the ability to meet service and sales benchmarks consistently.
Responsibilities
Handle outbound calls for Wealth and Privy customers, ensuring high-quality engagement and service delivery. Cross-trained across banking products (cards, liabilities, assets)
to provide comprehensive support and sales. Drive product sales and meet assigned targets through mapped customer base.
Ensure consistent customer contact and timely resolution of queries/issues. Maintain service benchmarks including NPS, service level, and service quality. Record and maintain detailed logs of daily interactions and outcomes.
Adhere to information security norms and quality process guidelines. Stay updated on process changes and implement feedback from team leaders and coaches. Deliver personalized sales pitches and recommend products suited to customer needs.
Ensure customer delight through proactive communication and relationship management.