Virtual Relationship Banking-COP Officer

Immortal Solution

Position description: 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 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

• Experience

  0 - 1 Years

• No. of Openings

  20

• Education

  M.A, M.B.A/PGDM, M.C.A, M.Sc, Any Bachelor Degree

• Role

  Relationship Officer

• Industry Type

  Banking / Financial Services / Stock Broking

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office