Virtual-COP RM

HDFC Bank Limited; Mumbai, Navi Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

HDFC Bank Limited in Mumbai seeks a Virtual-COP Relationship Manager to manage customer engagements and promote digital banking while achieving scorecard targets.

You will engage with portfolio customers, resolve queries, profile customers for cross-sell opportunities, and deepen relationships across product segments, ensuring CRM updates and compliance.

Qualifications

• Graduate.
• Basic Banking certification.
• Communication certification.

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 products.
• Drive sales across product segments like TPP, Assets, and Cards.
• Track triggers to prevent fund outflows.
• Generate income at the customer level.
• Achieve defined quality benchmarks.
• Capture call interactions accurately to aid relationship management.
• Submit financial transactions and requests accurately and on time.
• Update customer interactions in CRM systems.

Skills

Customer engagement

Sales acumen

Digital banking promotion

Relationship management

Compliance adherence

Education

Graduate

Basic Banking Certification

Communication Certification

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