Job Descript
Position: Relationship Manager (RM)
Department: Retail Banking / Microfinance / Home Loans / CASA
Location: As per business requirement
Employment: Full-time
Job Summary
The Relationship Manager is responsible for customer acquisition, relationship management, sales, cross-selling of banking products, and achievement of business targets. The RM will develop new customer relationships, manage existing customers, understand their financial requirements, and offer suitable banking and financial products.
Key Responsibilities
- Acquire new customers through field visits, references, leads, local market activities and customer meetings.
- Maintain and strengthen relationships with existing customers.
- Understand customer financial requirements and recommend appropriate banking products.
- Achieve assigned monthly and annual sales/business targets.
- Cross-sell products such as:
- Savings & Current Accounts
- Fixed/Recurring Deposits
- Home Loans
- Loan Against Property (LAP)
- Microfinance loans
- Insurance and other financial products
- Generate leads and convert them into business.
- Follow up with customers from lead generation to documentation and disbursement/account opening, as applicable.
- Ensure proper KYC and documentation as per bank policies and regulatory requirements.
- Coordinate with credit, operations, collections and other internal departments.
- Resolve customer queries and complaints promptly.
- Monitor customer accounts and maintain regular contact with customers.
- Conduct market visits and identify new business opportunities.
- Maintain accurate customer information and update the bank's CRM/system.
- Ensure compliance with bank policies, processes and applicable RBI regulations.
Vertical-Specific Responsibilities
Retail RM
- Manage retail customers and their banking requirements.
- Acquire CASA, deposits and retail loan customers.
- Cross-sell multiple banking products.
- Build a profitable customer portfolio.
Microfinance RM
- Conduct extensive field visits.
- Identify and acquire eligible microfinance customers.
- Conduct customer/group meetings.
- Complete documentation and coordinate loan processing.
- Follow up on repayments and portfolio quality.
- Maintain relationships with customers in the assigned area.
Home Loan RM
- Source home-loan and LAP customers.
- Generate leads through builders, brokers, referrals and direct marketing.
- Collect income/property documents.
- Coordinate with credit and operations teams.
- Follow applications through sanction and disbursement.
- Maintain relationships with customers and referral partners.
CASA RM
- Acquire Savings and Current Account customers.
- Generate deposits and increase CASA balances.
- Visit businesses and potential customers for acquisition.
- Cross-sell FD/RD, insurance, loans and other products.
- Maintain relationships with existing CASA customers.
- Achieve account-opening and deposit targets.
Required Skills
- Good communication and interpersonal skills
- Customer relationship management
- Sales and convincing skills
- Lead generation and conversion
- Basic knowledge of banking and financial products
- Negotiation skills
- Target-oriented approach
- Basic computer/CRM knowledge
- Willingness to travel for customer/field visits
Educational Qualification
Graduate in any relevant discipline such as Commerce, Finance, Business Administration or a related field. Experience requirements may vary by RM vertical and grade.
Key Performance Indicators (KPIs)
- New customer acquisition
- CASA/deposit growth
- Loan sourcing and disbursement
- Cross-selling
- Revenue/business generated
- Customer retention
- Portfolio quality/collections, where applicable
- Achievement of monthly and annual targets
- Compliance and documentation quality
