Virtual Relationship Banking-COP Officer

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 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