Virtual Relationship Banking - Sales Officer

Primary Job Purpose

• Engage regularly with customers as per the defined contact policy to deliver a consistent and superior digital banking experience.
• Understand customer needs and recommend suitable financial products and digital banking solutions.
• Build strong customer relationships, enhance retention, and ensure customer satisfaction through high-quality service delivery.

Key Responsibilities

Customer Engagement & Service Excellence

• Continuous engagement with portfolio customers with accurate and complete capture of interaction details.
• Handle customer calls as per defined standards, ensuring prompt and accurate resolution of queries.
• Promote and educate customers about digital banking services for enhanced convenience and experience.
• Profile customers to aid in the right cross-servicing of banking products.
• Accurately log complaints and ensure timely resolution.
• Proactively assess customer needs and ensure customer retention and satisfaction.
• Deepen customer relationships by cross-selling sticky products such as Demat accounts, Bill Pay, Advisory services, etc.
• Monitor large account movements and deposit account closures to prevent attrition.
• Maintain portfolio quality and ensure customer eligibility for new offerings.

Sales & Cross-Selling

• Cross-sell appropriate products based on customer profiling and engagement.
• Drive product penetration across all customer groups.
• Achieve sales targets across product segments such as Third Party Products (TPP), Assets, and Credit Cards.
• Acquire and group related customer IDs under the Primary ID for consolidated relationship management.
• Use system triggers to track FD maturity, CASA balance movement, etc., to prevent fund outflows.
• Ensure staff handling customer calls are trained and certified on product knowledge.
• Drive income generation at the customer level through appropriate product recommendations.

Interaction Quality

• Achieve quality benchmarks defined by management.
• Ensure complete and accurate capture of all interactions and profiling in CRM systems to support strong relationship management.

Audit & Service Quality

• Follow all laid-down systems and processes as required by Audit and Senior Management.
• Ensure accurate and timely execution of financial transactions and customer requests.
• Maintain compliance with regulatory requirements and internal guidelines.
• Ensure all customer interactions are properly recorded in CRM Next as per protocol.

MIS & Reporting

• Submit timely and accurate customer base review reports to Central Teams and Senior Management.
• Monitor performance through dashboards and contribute to achieving portfolio targets and service metrics.

Performance Objectives

• Meet scorecard targets and key portfolio benchmarks.
• Ensure customer satisfaction and retention by becoming the customer's go-to financial advisor.
• Strengthen the bank's relationship with customers, supporting overall business growth and service excellence.