Walk-in || Virtual-Prime RM

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

understood and met through financial products that the Bank has to offer.

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

bank whenever customer needs.

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

Job Responsibilities(JR) : Actionable

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 andRole & responsibilities