About the opportunity
Job Overview
<p>The candidate is responsible for deepening customer relationships and enhancing customer engagement through virtual channels. Based at a sales hub, the role focuses on driving product adoption, cross-selling banking solutions, and delivering superior customer service. The role holder will manage a mapped portfolio of customers, ensuring personalized interactions, increased product holdings, and improved customer satisfaction. This position plays a key role in achieving business growth and operational excellence through digital engagement.</p> <ul>
<li>Deepen customer relationships to increase overall relationship value.</li>
<li>Acquire new Non-Resident (NR) accounts and generate referrals from existing customers.</li>
<li>Drive remittances across all managed and sourced accounts.</li>
<li>Conduct high-quality customer engagements over calls, following industry best practices.</li>
<li>Promote adoption and usage of digital platforms such as mobile banking and the Optimus app.</li>
<li>Increase product holdings per customer by cross-selling pre-approved products like credit cards and other banking solutions. </li>
<li>Profile customers and recommend suitable banking products based on their needs and preferences.</li>
<li>Ensure effective onboarding for Mobile/Net Banking, Bill Pay, SIPs, Insurance, Investment solutions, Retail and SME Loans, and other banking programs.</li>
<li>Meet monthly operating plans to improve scorecard performance and decile rankings.</li>
<li>Coordinate with internal teams to close retail asset and trade transactions generated through client engagement.</li>
<li>Resolve customer queries and complaints promptly to meet Net Promoter Score (NPS) benchmarks.</li>
<li>Ensure strict adherence to bank policies and compliance standards.</li>
<li>Pitch Relationship Banking program benefits and onboard eligible customers/groups.</li>
</ul> <p>Graduation: Any Discipline
Minimum 2 years of relevant experience in banking or allied financial services.</p>