Job Role: Virtual Relationship Manager (POS Machines)

Location: Thane Wagle Estate

Employment Type: Full-Time (On-Roll)

Payroll: Direct Employment with Kotak Mahindra Bank

Department: Retail Banking / Digital Banking

Position: Virtual Relationship Manager (VRM)

Experience Required: 1 to 5 Years

Role Overview:-

Kotak Mahindra Bank is hiring Virtual Relationship Managers (VRM) to manage and strengthen customer relationships through virtual channels such as outbound calls, emails, and digital platforms. The role focuses on customer engagement, portfolio management, service excellence, cross-selling banking products, and delivering an exceptional customer experience while achieving business and revenue targets.

Key Responsibilities:-

- Manage customer interactions through outbound calls and emails with merchants, corporate clients, and internal stakeholders.
- Deliver high-quality customer service, resolve queries within defined turnaround time (TAT), and improve customer satisfaction and NPS.
- Assist corporate and CA customers with CMS and digital banking services, including onboarding, activation, demonstrations, and service modifications.
- Understand customer requirements and provide effective solutions related to CMS, POS, and digital banking products.
- Coordinate with internal teams such as CMS Setup, Operations, Implementation, IT, Relationship Managers, PSM, and BSG for timely query resolution.
- Perform outbound calling for POS servicing and cross-sell products such as loans and insurance to achieve business targets.
- Maintain accurate MIS reports and calling data using MS Excel.
- Provide excellent customer support in Hindi, English, and Marathi with strong communication and problem-solving skills.
- Ensure portfolio activation,



customer retention, market share growth, and service quality in a target-driven setting.
- Adhere to banking compliance standards while maintaining productivity and service excellence.

Required Skills

- Excellent verbal and written communication in Hindi, English, and Marathi.
- Strong customer handling, relationship management, negotiation, and problem-solving skills.
- Good knowledge of banking products, CMS, POS operations, and digital banking platforms.
- Ability to work in a fast-paced, target-oriented environment.
- Strong analytical, interpersonal, and organizational skills.
- Proficiency in MS Excel, CRM tools, and banking systems.
- Ability to manage multiple customer interactions while maintaining quality and productivity.

Eligibility Criteria:-

- Graduate in any discipline (MBA/PGDM preferred).
- 15 years of experience in Banking, Customer Service, Relationship Management, Virtual Banking, CMS, POS Servicing, or Financial Services.
- Experience in Retail Banking, Virtual Relationship Management, Customer Support, or Sales will be preferred.

Key Performance Indicators (KPIs)
- Customer Satisfaction & NPS
- Portfolio Growth & Activation
- Cross-Sell & Revenue Achievement
- Customer Retention
- Query Resolution TAT
- Service Quality & Compliance
- Productivity & Calling Efficiency

Salary & Benefits:-

- CTC: 3.0 LPA – 4.5 LPA (Based on interview performance)
- Monthly Incentives: Up to 20,000
- Fixed Shift: 9:30 AM – 6:30 PM
- Week Offs: 6 per month (4 Sundays + 2 Saturdays)
- Performance-based career growth opportunities
- Direct payroll with Kotak Mahindra Bank
- Comprehensive training provided
- Immediate joiners preferred

Apply Now ! For more information or to apply, contact:

HR Dipti

Mobile: (phone hidden)

📌 Vacancy For VRM (POS machines) @Kotak Mahindra Bank (On Payroll)
🏢 Credicus Business Services
📍 Bhiwandi