Virtual Prime-Relationship Manager

Hdfc Bank; Kolkata District; On-site; INR 300,000 - 520,000; Full time

Job summary

HDFC Bank in India seeks a role focused on customer engagement and promoting digital banking services. The role involves regular interaction with portfolio customers, accurate logging, and meeting defined targets.

You will deepen relationships through cross-selling, profiling customers, and ensuring retention while adhering to regulatory requirements and service standards.

Qualifications

• Engage with customers and provide a superior digital experience as per policy.
• Educate and encourage customers to use digital banking channels.
• Meet scorecard targets and portfolio benchmarks while following guidelines.

Responsibilities

• Engage regularly with portfolio customers and capture interaction details.
• Handle calls per defined standards and resolve customer queries.
• Promote Digital Banking services for a superior customer experience.
• Profile customers to enable cross-servicing of bank products.
• Log and resolve complaints accurately and timely.
• Monitor retention and ensure portfolio quality while assessing eligibility.
• Deepen relationships through cross-selling Demat, Bill Pay, Advisory, etc.

Skills

Customer Engagement

Cross-selling

Digital Banking Promotion

Communication Skills

Job description

Role & responsibilities

To engage regularly with the customers as defined by the contact policy and provide a Consistent & a Superior Digital Experience. Ensuring that customers get world-class services and their needs are understood and met through financial products that the Bank has to offer.

To enhance Customer Relationship & while doing so, Educate, Encourage & Induce the customers to use the Digital mediums for their banking transactions/ needs, while keeping a "window' to talk to the bank whenever customer needs.

Responsible for meeting the scorecard targets and portfolio benchmarks set and that all guidelines and regulatory requirements are followed.

Preferred candidate profile

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

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 etc, and prevent outflow.
• Ensure Staff are trained on product knowledge and requisite certifications.
• Income to be generated at a customer level.