Scope of the Role
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.
Job Description
- Deepen customer relationships to increase overall relationship value.
- Acquire new Non-Resident (NR) accounts and generate referrals from existing customers.
- Drive remittances across all managed and sourced accounts.
- Conduct high-quality customer engagements over calls, following industry best practices.
- Promote adoption and usage of digital platforms such as mobile banking and the Optimus app.
- Increase product holdings per customer by cross-selling pre-approved products like credit cards and other banking solutions.
- Profile customers and recommend suitable banking products based on their needs and preferences.
- Ensure effective onboarding for Mobile/Net Banking, Bill Pay, SIPs, Insurance, Investment solutions, Retail and SME Loans, and other banking programs.
- Meet monthly operating plans to improve scorecard performance and decile rankings.
- Coordinate with internal teams to close retail asset and trade transactions generated through client engagement.
- Resolve customer queries and complaints promptly to meet Net Promoter Score (NPS) benchmarks.
- Ensure strict adherence to bank policies and compliance standards.
- Pitch Relationship Banking program benefits and onboard eligible customers/groups.
Ideal Candidates
Graduation: Any Discipline Minimum 2 years of relevant experience in banking or allied financial services.