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 chance to provide financial solutions to customers via cross-sell and upsell.
Aids in developing and maintaining robust 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 (India)
🏢 Ujjivan Small Finance Bank
📍 India