Virtual-COP RM

HDFC Bank Limited; Dadri; On-site; INR 500,000 - 700,000; Full time

Job summary

The Virtual-COP Relationship Manager at HDFC Bank Limited will regularly engage with portfolio customers under the Classic on Phone program, promote digital banking, and cross-sell banking products to meet scorecard targets.

You will resolve customer queries with accuracy, update interactions in CRM, maintain high service quality, and collaborate with the Unit Head and sales managers to deepen relationships and generate income.

Qualifications

• Graduate with degree in any field.
• Certifications in Basic Banking and Communication are preferred.

Responsibilities

• Engage with portfolio customers as per policy and promote digital banking.
• Cross-sell products and drive sales across product segments.
• Maintain and deepen customer relationships while controlling attrition.
• Ensure audit-compliant transactions and timely CRM updates.
• Submit MIS reports and customer base reviews as required.

Skills

Customer engagement

Sales acumen

Digital banking

Relationship management

Compliance adherence

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