Virtual Relationship Manager recruitment in Lucknow - hdfc bank

Job Title/Position: Virtual Relationship Manager

1.           JOB PURPOSE               

JOB PURPOSE               

Responsible for managing portfolios of identified eligible Preferred & Imperia customers, responsibilities detailed below, 

1.      To provide Consistent & Superior Digital Experience to our customers through Virtual Relationship Manager (VRM).

2.      Objective is to enhance their Relationship & while doing so, Educate, Encourage & Induce the customers to use the Digital mediums for their banking transactions/ needs and at the same time keep a "window' to talk to the bank whenever customer needs.

3.     Improve profitability by right product placement, leveraging technology to deploy a low cost digital mediums & scalable self-service model of affluent banking which is also in line with changing customer preferences in banking.

 S no

Key Accountabilities

1

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Customer Interactions : 

·        Achievement of Contact policy defined

·        Call handling as per defined standards.

·        100% accurate resolution on Calls received at the VRM desk.

·        Promoting Digital Banking services for better customer service experience.

·        Capturing of customer interaction. .

·        Accurate logging and resolution of complaints 

2

Achievement of portfolio parameters :

·         Ensure that the VRM meets the defined objectives of the Portfolios raced under VRM program.

2

Sales :

• Increase liabilities size of relationship
• Penetration of products across family groups.
• Sales across all product segments-TPP, Assets, Cards etc
• Increase portfolio size through grouping options
• Enhancing customer wallet size

3

Customer Engagement: 

·        Carry out out-calling to the portfolio customers as per defined process.

·        Carry out continuous customer engagement to the assigned portfolio.

·        Carry out profiling of customers and carry out cross-servicing of the identified service products.

·        Attrition control of customers 

4

Call Quality : 

·     To achieve Quality benchmarks defined from time to time.

·     Exceptional / Very Good rating in Service Quality audit/checks.

·     First Call Resolution – 90%( for non-complaint calls) 

5

Process Compliance : 

·     Ensure adherence to process and audit requirements.

·     Ensure accurate and timely submission of financial transactions.& requests

Adherence to set processes of updating customer interactions in CRM next.

6

MIS – Reporting: 

·     To ensure accurate and timely reporting of MIS as circulated.