Virtual-COP RM

Role Description

Job Title

Virtual-COP Relationship Manager

Business Unit

Classic on Phone (CoP)

Reporting To

Classic on Phone Team Manager

Job Function and Role Type

Relationship & Sales, Individual Role

Version No

1.0

Job Purpose

Engage regularly with customers as per the contact policy to provide a consistent and superior digital experience. Ensure customer needs are met through financial products while promoting digital banking and achieving scorecard targets.

Key Responsibilities

Customer Engagement

Engage with portfolio customers as per contact policy.

Resolve customer queries accurately and promote digital banking.

Profile customers to cross-sell bank products.

Control customer attrition and deepen relationships.

Achievement of Portfolio Parameters

Meet portfolio objectives and cross-sell products.

Drive sales across product segments like TPP, Assets, and Cards.

Track triggers to prevent fund outflows.

Generate income at the customer level.

Interaction Quality

Achieve defined quality benchmarks.

Capture call interactions accurately to aid relationship management.

Audit and Service Quality

Follow all systems and processes as per audit guidelines.

Submit financial transactions and requests accurately and on time.

Update customer interactions in CRM systems.

MIS - Reporting

Submit customer base reviews and reports as requested.

Education

Graduate.

Certifications

Basic Banking, Communication.

Key Competencies

Customer engagement, Sales acumen, Digital banking promotion, Relationship management, Compliance adherence.

Major Stakeholders

Customers, Classic on Phone Head, Unit Head, Region Head, Sales Managers.