Job Description Virtual Relationship Manager (VRM)
Job Title: Virtual Relationship Manager (VRM)
Department: Retail Banking
Experience: 28 Years
Qualification: Any Graduate (MBA preferred)
Job Summary
The Virtual Relationship Manager (VRM) is responsible for managing and growing a portfolio of customers through digital channels such as phone calls, video calls, emails, and virtual meetings. The role focuses on enhancing customer relationships, providing financial solutions, increasing product penetration, and delivering an exceptional customer experience.
Key Responsibilities
- Manage a portfolio of existing retail banking customers remotely.
- Build strong customer relationships through regular engagement via calls, video meetings, and digital platforms.
- Identify customer financial needs and recommend suitable banking products and services.
- Drive sales of CASA, Fixed Deposits, Credit Cards, Personal Loans, Home Loans, Insurance, Investments, and Wealth products.
- Ensure high customer satisfaction by resolving queries and providing timely support.
- Increase customer wallet share through cross-selling and upselling.
- Promote digital banking channels such as Mobile Banking, Internet Banking, and UPI.
- Achieve monthly sales and revenue targets while maintaining service quality.
- Ensure compliance with internal policies, KYC norms, and regulatory guidelines.
- Maintain accurate customer records and update CRM systems regularly.
Required Skills
- Strong communication and relationship management skills.
- Excellent sales and negotiation abilities.
- Customer-centric approach with problem-solving skills.
- Good understanding of retail banking products and financial services.
- Ability to work independently and achieve sales targets.
- Proficiency in MS Office and CRM tools.
Eligibility
- Graduate in any discipline (MBA preferred).
- 28 years of experience in Retail Banking, Relationship Management, Sales, or Customer Service.
- Experience in handling affluent, priority, or premium banking customers is preferred.
Preferred Candidate Profile
- Strong knowledge of CASA, Loans, Insurance, Investments, and Wealth products.
- Excellent interpersonal and presentation skills.
- Target-driven with a passion for customer relationship management.
- Comfortable interacting with customers through virtual channels.
Key Performance Indicators (KPIs)
- Customer portfolio growth.
- Revenue generation through cross-selling and upselling.
- Product penetration.
- Customer satisfaction and retention.
- Achievement of monthly sales targets.
- Digital banking activation and usage.
