Virtual Relationship BankingCOP Officer

Group Company: HDFC Bank Limited Designation: Virtual Relationship Banking-COP Officer Position description: Ensuring that customers get world-class services and their needs are understood and met through financial products that the Bank has to offer. Primary Responsibilities: • Customer Engagement: Continuous engagement with the portfolio customers mapped as per the contact policy, with accurate & complete capture of interaction details. • Call handling as per defined standards. • Accurate resolution for customer queries. • Promoting Digital Banking services for a superior customer service experience. • Profiling of customers in order to aid right cross-servicing of Bank products • Accurate logging and resolution of complaints. • Attrition control of customers. • Regular interactions with the customers and pro-actively assessing customer needs. • Deepening relationship by cross selling 'sticky products' like Demat, Bill Pay, Advisory etc. • Ensure portfolio quality of relationship while racing considering eligibility. • Monitor large amount movements and account closure from the deposit accounts. • Ensure retention of customers • Achievement of portfolio parameters: Meet the defined objectives of the Portfolio managed by the respective VRM • Sales: Right cross-sell of products basis profiling and engagement. • Penetration of products across groups. • Sales across all product segments-TPP, Assets, Cards etc. • Acquiring & grouping of all related IDs of the Primary ID. • Use of triggers to track maturity of FDs, movement of CASA balances prevent outflow. • Ensure Staff are trained on product knowledge and requisite certifications. • Income to be generated at a customer level. • Interaction Quality: Achieve Quality benchmarks defined from time to time. • Complete and accurate capture of call interactions, including profiling thereby aiding relationship management. • Audit and Service Quality Ensure all laid down system and process are followed as stipulated by Audit and Senior Management • Ensure accurate and timely submission of financial transactions & requests. • Adherence to set processes of updating customer interactions in CRM next. • MIS – Reporting: Ensure timely submission of Customer base review / reports as requested by Central Team / Senior Management. Additional Responsibilities: • To engage regularly with the customers as defined by the contact policy and provide a Consistent & a Superior Digital Experience. Ensuring that customers get world-class services and their needs are u • To enhance Customer Relationship & while doing so, Educate, Encourage & Induce the customers to use the Digital mediums for their banking transactions/ needs, while keeping a "window' to talk to the b • Responsible for meeting the scorecard targets and portfolio benchmarks set and that all guidelines and regulatory requirements are followed. • So that the RM becomes the top of the mind recall amongst the customers in the catchment for all their financial needs and services, • thereby ensuring that the RM also achieves the key performance parameters set Educational qualifications preferred • Category: Bachelor's Degree, Master's Degree Required work experience • Industry: BFSI/Insurance • Role: Fresher/Sales • Years of experience: 0 to 1 Required Skills: • Basic Banking • Communication Other: • Reporting Designation: Classic on Phone Team Manager • Reporting Department-Sub BU: Classic on Phone Other details • Contract Types: PERMANENT