Virtual-COP RM

Role Description
Job Title
Virtual-COP Relationship Manager
Business Unit
Classic on Phone (CoP)
Reporting To
Classic on Phone Team Manager
Job Function and Role Type
Relationship & Sales, Individual Role
Version No
1.0
Job Purpose
Engage regularly with customers as per the contact policy to provide a consistent and superior digital experience. Ensure customer needs are met through financial products while promoting digital banking and achieving scorecard targets.
Key Responsibilities
Customer Engagement
Engage with portfolio customers as per contact policy.
Resolve customer queries accurately and promote digital banking.
Profile customers to cross-sell bank products.
Control customer attrition and deepen relationships.
Achievement of Portfolio Parameters
Meet portfolio objectives and cross-sell products.
Drive sales across product segments like TPP, Assets, and Cards.
Track triggers to prevent fund outflows.
Generate income at the customer level.
Interaction Quality
Achieve defined quality benchmarks.
Capture call interactions accurately to aid relationship management.
Audit and Service Quality
Follow all systems and processes as per audit guidelines.
Submit financial transactions and requests accurately and on time.
Update customer interactions in CRM systems.
MIS - Reporting
Submit customer base reviews and reports as requested.
Education
Graduate.
Certifications
Basic Banking, Communication.
Key Competencies
Customer engagement, Sales acumen, Digital banking promotion, Relationship management, Compliance adherence.
Major Stakeholders
Customers, Classic on Phone Head, Unit Head, Region Head, Sales Managers.

Skills
CRM

Work arrangement
No