ROLE PURPOSE & OBJECTIVE

- The Virtual Relationship managements engages with the Bank customers and prospects, virtually, to provide a seamless experience to customers.
- Developing and Expanding existing HNI customer relationships by ensuring quality portfolio.
- Continuous engagement with the portfolio customers mapped as per the contact policy with accurate and complete capture of interaction details.
- Call Handling as per desired standards.
- Fulfilling customer service requirements and deepening relationships.
- Creating the opportunity to provide financial solutions to customers via cross-sell and upsell.
- Aids in developing and maintaining strong customer relationships, both within a company as well as with current clients.
- Seek out new business opportunities for the clients while advising them on products or services that best fit their needs.

KEY DUTIES &

RESPONSIBILITIES OF THE ROLE

Business/ Financials

- Continuous engagement with customers mapped
- Promoting digital banking services for a superior customer service experience
- Profiling of customers in order to aid right cross-servicing of bank products
- Meet the defined objectives of the Portfolio managed





Customer (Both Internal & External)

- Call handling as per defined standards (Both Service & Sales)
- Regular interaction with customers and pro-actively accessing customer needs
- Accurate resolution for customer queries
- Attrition control of customers
- Deepening relationship by cross selling
- Ensure retention of customers
- Sales across all product segments

Internal Process

- Achieve quality benchmarks defined from time to time
- Accurate logging of calls
- Ensure all laid down system and process are followed
- Ensure accurate and timely submission of financial transactions & requests
- Adherence to set processes of updating customer interactions in CRM next

Innovation & Learning

- Ensure adherence to training man-days/ mandatory training programs for self
- Ensure goal-setting, mid-year review and annual appraisal process within specified timelines for self
- Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank.

📌 Virtual Relationship Manager (Bengaluru)
🏢 Ujjivan Small Finance Bank
📍 Bengaluru