Virtual-COP RM

HDFC Bank Limited; Chandigarh; On-site; INR 450,000 - 650,000; Full time

Job summary

HDFC Bank Limited seeks a Virtual-COP Relationship Manager to engage portfolio customers and promote digital banking while achieving scorecard targets.

You will handle customer queries, cross-sell banking products across segments such as TPP, Assets, and Cards, and ensure high service quality with CRM updates.

Qualifications

• Graduate degree required.
• Certifications noted: Basic Banking, Communication.

Responsibilities

• 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.
• Meet portfolio objectives and cross-sell across segments like TPP, Assets, and Cards.
• Track triggers to prevent fund outflows and generate income at the customer level.
• Follow audit guidelines and update CRM with customer interactions.
• Submit customer base reviews and reports as requested.

Skills

Relationship management

Sales acumen

Digital banking

Education

Graduate

Job 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.

Required Skills