Virtual Relationship Manager

Full Time

    HDFC Bank Limited

  • Posted Date : 23 May 2017
  • Job Views : 294
  • Job Applicants : 7
Job Details
  • Experience : 0 - 5 years
  • Industry : Banking / Financial Services / Broking
  • Other Salary Offerd: not mention
  • Functional Area : Banking / Insurance / Financial Services
  • Number of Vacancy : 10
  • Role : Banc Assurance - General
  • Job Location : Pune
  • Gender : Both
  • Qualification : Any graduate(Any)
Job Description

    Key Result / Responsibility Areas:

    Customer Engagement:

    Continuous engagement with the portfolio customers mapped as per the contact policy, with accurate & complete capture of interaction details.
    Call handling as per defined standards.
    Accurate resolution for customer queries.
    Promoting Digital Banking services for a superior customer service experience.
    Profiling of customers in order to aid right cross-servicing of Bank products
    Accurate logging and resolution of complaints.
    Attrition control of customers.
    o Regular interactions with the customers and pro-actively assessing customer needs.
    o Deepening relationship by cross selling 'sticky products' like Demat, Bill Pay, Advisory etc. 
    o Ensure portfolio quality of relationship while racing considering eligibility.
    o Monitor large amount movements and account closure from the deposit accounts.
    o Ensure retention of customers

    Achievement of portfolio parameters :
    Meet the defined objectives of the Portfolio managed by the respective VRM.

    Sales :
    Right cross-sell of products basis profiling and engagement.
    Penetration of products across groups.
    Sales across all product segments-TPP, Assets, Cards etc.
    Acquiring & grouping of all related IDs of the Primary ID. 
    Use of triggers to track maturity of FDs, movement of CASA balances etc.and prevent outflow.
    Ensure Staff are trained on product knowledge and requisite certifications.
    Income to be generated at a customer level.

    Interaction Quality :
    Achieve Quality benchmarks defined from time to time.
    Complete and accurate capture of call interactions, including profiling thereby aiding relationship management.

    Audit and Service Quality 
    Ensure all laid down system and process are followed as stipulated by Audit and Senior Management 
    Ensure accurate and timely submission of financial transactions.& requests.
    Adherence to set processes of updating customer interactions in CRM next.

    MIS Reporting:
    Ensure timely submission of Customer base review / reports as requested by Central Team / Senior Management. 

    Internal Interactions  
    Sales Managers of respective products / location
    Product representatives 
    VRM central team
    Marketing Dept.
    ATM Co-ordinator
    CPU & Backend operation teams 
    IT Department for system related software / hardware issues

    External Interactions   
    Liaise with Post Office / Courier for deliverables related issues
    Vendor Representatives / Supervisors;
    Insurance Sales Managers
    Mutual Fund House Representatives; 

    Competencies:
    Banks Product Knowledge
    Planning and Organizing Skills
    Interpersonal Skills
    Sales and Influencing Skills
    Communication
    Knowledge of Competition
    Awareness of Banking regulations
    Credit knowledge when required
    Good Administrator
    Good at net-working
    Ability to develop contacts in the local area

    Certification (good to have):
    Internal RM Certification
    IRDA Certification
    AMFI Certification

Skills Required

Key Requirements
      Please refer to the Job description above
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