Virtual Relationship Manager

Job Purpose: Elite Banker-First Wealth in our Smart Banker department is responsible for enhancing customer engagement through virtual channels, with a focus on deepening relationships and increasing product penetration among managed clients. The role involves driving adoption of digital platforms, promoting cross-sell opportunities, and onboarding customers into the Relationship Banking program.

The role holder is expected to deliver a superior customer experience, improve retention, and position the Bank as the primary banking partner for affluent clients. Primary Responsibilities: Deepen customer relationships to increase overall relationship value. 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. Assist with audits and ensure compliance with internal and external regulations and guidelines.

Provide best-in-class customer service to all clients to become their primary banker.

Requirements

Graduation: Any discipline (Full-Time) Post Graduation: MBA / PGDM / Any discipline (Preferred) Experience: Minimum 2+ years of relevant experience in Banking or Life Insurance Banca channel. Skills and Attributes: Strong communication and interpersonal skills. Proven ability to engage and retain customers through virtual channels.

Knowledge of banking products, digital platforms, and NR account services. Customer-centric mindset with a focus on service excellence. Ability to cross-sell and promote banking solutions effectively. High level of integrity and commitment to compliance. Proficiency in using banking systems and digital tools.