Virtual Relationship Manager

I.                    POSITION DESCRIPTION

JOB TITLE

Virtual Relationship Manager

GRADE

 M

DEPARTMENT

Branch Banking

LOCATION

HO

SUB-DEPARTMENT

Branch Banking

TYPE OF POSITION

Full-time

REPORTS TO

Team Leader – Virtual Relationship Management

REPORTING INTO

NA

II.                  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 new clients.

·       Seek out new business opportunities for the clients while advising them on products or services that best fit their needs.

III.                SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

·       VRM’s Range Relationship Value customers portfolio management

·       Upto 50 lakhs of incremental value generation & Upto 1 Lakh of revenue generation

• All assets and liabilities products and services handled

• 130+ calls handled per day

• Manage 3000+ customer portfolio

IV.                KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

·       Aids in developing and maintaining strong customer relationships, both within a company as well as with new clients and by that deepening the customers relationship with the Bank and achieve the assigned targets on CASA and TD values

o   Achieve monthly CASA growth targets

o   Achieve monthly TD growth targets

·       Seek out new business opportunities for the clients while advising them on products or services that best fit their needs.

·       Creating the opportunity to provide financial solutions to customers via cross-sell and upsell by generating lead opportunities and converting them, thereby increasing the Product Holding of customers with the bank.

·       Achieve targets on Third Party Products.

o   Life Insurance activation and target achievement - every month

o   Health Insurance activation and target achievement - daily

o   Achieve SIP activation and sales target – daily

o   Achieve Demat activation and sales target - daily

·       Achieve targets assigned on Asset Income by soliciting and positioning bank’s loan products that suit the customer’s needs.

o   Affordable or Prime Housing Loans

o   Gold Loans

o   Vehicle Finance

o   Agri Loans

o   MSME loans for Current account and Business customers

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

·       Adherence to set processes of updating customer interactions in CRM next

·       Ensure that their engagement with the customer is in accordance with the Bank’s and Regulator’s expectations and guidelines, maintain audit standards.

·       The candidate is expected to maintain the following calling parameters in accordance with the guidelines issued by management

o   AHT- Average Handling Time of 3 Mins

o   Talk time per day of 4 Hours

o   Cover maximum customers by calling as per assigned schedule

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

V.                  MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

·       Graduate in any discipline

Experience (Years and Core Experience Type)

·       1-2 years of experience; fresher can be considered if they possess the required educational qualifications and aptitude.

Certifications

·       NISM – VA – Mutual Fund Certifications

·       IRDAI – SP for Insurance Certifications

Functional Skills

·       Relationship Management

·       Tele Sales – Banking

·       Customer Relationship

·       Upselling and Cross Selling

·       Ability to converse and identify opportunities

Behavioral Skills

·       Excellent communication and listening skills.

·       The ability to explain complex information clearly and simply.

·       Good sales and negotiation skills.

·       A strong knowledge about the market and competitor offerings.

·       Plenty of drive, initiatives and motivation.

Competencies

·       Banks Product Knowledge

·       Planning and Organizing Skills

·       Sales and Influencing Skills

·       Awareness of Banking regulations