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    Virtual - Cop RM - JD

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    sunny.sunny0121

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    © All Rights Reserved
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    Virtual - Cop RM - JD

    Uploaded by

    sunny.sunny0121
    16 views2 pages

    Original Title

    Virtual - Cop Rm - Jd

    Copyright

    © © All Rights Reserved

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    PDF, TXT or read online from Scribd

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    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    16 views2 pages

    Virtual - Cop RM - JD

    Uploaded by

    sunny.sunny0121

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 2

    Classification - Restricted

    Job Purpose

    • To engage regularly with the customers as defined by the contact policy and provide a Consistent &
    a Superior Digital Experience. Ensuring that customers get world-class services and their needs are
    understood and met through financial products that the Bank has to offer.
    • To enhance Customer Relationship & while doing so, Educate, Encourage & Induce the customers
    to use the Digital mediums for their banking transactions/ needs, while keeping a "window' to talk to
    the bank whenever customer needs.
    • Responsible for meeting the scorecard targets and portfolio benchmarks set and that all guidelines
    and regulatory requirements are followed.
    So that the RM becomes the top of the mind recall amongst the customers in the catchment for all their
    financial needs and services, thereby ensuring that the RM also achieves the key performance
    parameters set

    Job Responsibilities(JR) : 6 – 8 Areas Actionable (4-6)


    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.
    • Regular interactions with the customers and pro-actively
    assessing customer needs.
    • Deepening relationship by cross selling 'sticky products'
    like Demat, Bill Pay, Advisory etc.
    • Ensure portfolio quality of relationship while racing
    considering eligibility.
    • Monitor large amount movements and account closure
    from the deposit accounts.
    • 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

    Classification - Restricted
    Classification - Restricted

    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

    Educational Qualifications (examples Key Skills(examples listed below)


    listed below)
    • Basic Banking
    Graduate • Communication

    Experience Required
    • Minimum experience in years – 1-2 yrs. preferable.

    Major Stakeholders(intra team and cross functional stakeholders, who would need to be interacted
    with for discharging duties)
    • Customers
    • Classic on Phone Head
    • Unit Head
    • Region Head
    • Sales Managers

    Classification - Restricted

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