Virtual Relationship Banking-COP Officer

Full–time
Ensuring that customers get world-class services and their needs are understood and

met through financial products that the Bank has to offer.

Primary Responsibilities
• 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.
• MIS – Reporting: Ensure timely submission of Customer base review / reports as requested by

Central Team / Senior Management.

Additional Responsibilities
• 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 u
• 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 b
• 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

Educational Qualifications Preferred
• Category: Bachelor's Degree, Master's Degree

Required Work Experience
• Industry: BFSI/Insurance

Skills: basic banking,communication,good communication