IDFC FIRST Bank

Role / Job Title : Virtual Relationship Manager

Business : Retail Banking

Function / Department : Retail Liabilities

Place of Work : Sales hub

Roles & Responsibilities :

Responsible for deepening customer relationships to increase customer relationship value

Responsible for driving quality engagements over call with customers by following industry best practices

Responsible for increasing mobile banking adoption and drive initial login on Optimus app

CASA value build up and new client acquisition and increase in 'Product Holding Per Customer' within mapped portfolio

Responsible for cross-sell of pre-approved products such as Credit Card and other offers to increase products per customer
• Ensure all customer profiling for mapped customers and presented with suitable banking products as per their need and requirement
• Be solution oriented and ensure effective on-boarding on Mobile / Net Banking, Bill Pay, SIP, Insurance & Investment solutions, Retail and SME Loans and relevant banking programs.
• Ensure monthly operating plan is met to improve scorecard and decile rankings.
• Coordinate with respective teams for closure of retail assets & trade transactions business generated through client engagement.
• Responsible for creating a customer-focused approach for quick resolution of all queries and complaints to achieve NPS benchmarks.
• Ensure strict adherence to the bank policies and compliance
• Pitch Relationship Banking program benefits and eligibility criteria to customers and on-board customers / groups to the RB program

Secondary Responsibilities :

Assist audit and ensure compliance to internal and external regulations and guidelines

Provide best in-class customer service to all clients to become their primary banker.

Key Success Metrics :

Individual Contribution : CASA Growth, Fee Income Growth, NTB Customer IDs, Net Promoter Score(NPS) % customers Optimus download, #products per customer (PPC), #cross-sell (assets products), %increase in avg ORV, #customers upgraded to RB program, #family / groups created