Role/ Job Title: Virtual Relationship Manager-First Wealth

Business: Retail Banking

Function/ Department: Retail Liabilities

Place of Work: Sales Hub (PAN India)

Job Purpose :

VRM will be responsible for enhancing the customer engagement virtually to increase customer sickiness on managed clients. They will drive mobile banking adoption & usage, increase cross-sell of products and work towards upgrading and on-boarding customers in the relationship banking program. Professionally driven to achieve higher customer satisfaction and increase retention. VRM to have complete knowledge of end-to-end bank offerings, key goals of RM, bank systems and key onboarding steps for products cross-sell.

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-focussed 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.