Elite Banker-First Select

Job Requirements

Job Requirements

Role/ Job Title: Virtual Relationship Manager

Business: Retail Banking

Function/ Department: Retail Liabilities

Place of Work: Sales hub

Roles & Responsibilities

-Responsible for deepening customer relationships to increase customer relationship value

• Responsible for driving quality engagements over call with customers by following industry best practices
  
  

- Responsible for increasing mobile banking adoption and drive initial login on Optimus app

-CASA value build up and new client acquisition and increase in Product Holding Per Customer within mapped portfolio

- Responsible for cross-sell of pre-approved products such as Credit Card and other offers to increase products per customer

• Ensure all customer profiling for mapped customers and presented with suitable banking products as per their need and requirement
• Be solution oriented and ensure effective on-boarding on Mobile/Net Banking, Bill Pay, SIP, Insurance & Investment solutions, Retail and SME Loans and relevant banking programs.
• Ensure monthly operating plan is met to improve scorecard and decile rankings.
• Coordinate with respective teams for closure of retail assets & trade transactions business generated through client engagement.
• Responsible for creating a customer-focused approach for quick resolution of all queries and complaints to achieve NPS benchmarks.
• Ensure strict adherence to the bank policies and compliance
• Pitch Relationship Banking program benefits and eligibility criteria to customers and on-board customers/groups to the RB program
  
  

Secondary Responsibilities

- Assist audit and ensure compliance to internal and external regulations and guidelines

• Provide best in-class customer service to all clients to become their primary banker.
  
  

Key Success Metrics

Individual Contribution : CASA Growth, Fee Income Growth, NTB Customer IDs, Net Promoter Score(NPS) % customers Optimus download, #products per customer (PPC), #cross-sell (assets products), %increase in avg ORV, #customers upgraded to RB program, #family/groups created

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