Virtual-COP RM

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.