Relationship Manager
Published date: 2024/01/10
- Location: Mumbai, Maharashtra, India
Responsibilities:
• Continuous engagement with the portfolio customers mapped (500 to 600 groups/ PF) 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 the right cross-servicing of Bank products
• Accurate logging and resolution of complaints.
• Attrition control of customers.
• Regular interactions with the customers and proactively assessing customer needs.
• Deepening relationships 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 respective Imperia -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 reviews/reports as requested by the Central Team / Senior Manager
• Continuous engagement with the portfolio customers mapped (500 to 600 groups/ PF) 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 the right cross-servicing of Bank products
• Accurate logging and resolution of complaints.
• Attrition control of customers.
• Regular interactions with the customers and proactively assessing customer needs.
• Deepening relationships 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 respective Imperia -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 reviews/reports as requested by the Central Team / Senior Manager
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