As a Relationship Manager – VRM for Kotak 811 Digital Banking, you will be responsible for managing and deepening relationships with High Net Worth (HNW) customers. This role is focused on driving customer engagement, expanding the bank’s liability base, and promoting digital banking solutions. You will serve as a key point of contact for customers, ensuring a seamless and personalized banking experience through remote channels.
Responsibilities
Customer Relationship Management: Develop and nurture long-term relationships with existing HNW customers, focusing on liability products and services. Maintain a comprehensive relationship record for each assigned customer account to ensure personalized service and effective follow-ups.
Business Development: Deepen customer engagement by sourcing and onboarding family accounts, thereby expanding the customer base within existing relationships.
Identify cross-selling opportunities and promote a wide range of banking products tailored to customer needs.
Digital Banking Promotion: Encourage and facilitate the use of remote banking channels such as net banking and mobile banking to enhance customer convenience and engagement. Educate customers about recent digital products and enhancements to strengthen their relationship with the bank.
Customer Service Excellence: Deliver high standards of customer service to meet and exceed benchmark Net Promoter Score (NPS) targets. Act as a trusted advisor, addressing customer queries and concerns with professionalism and efficiency.
Collaboration and Conversion: Work closely with field sales teams to ensure faster turnaround times and improved conversion ratios for leads and referrals. Coordinate effectively to deliver a seamless customer experience across channels.