HDFC Bank Hiring for Imperia RM-VRM at New Delhi Full Time

Job Description

• 1) Customer Engagement Continuous engagement with the portfolio customers mapped (500 to 600 groups/ PF) 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 2) Achievement of portfolio parameters Meet the defined objectives of the Portfolio managed by the respective Imperia -VRM 3) 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 etc and prevent outflow.

• Ensure Staff are trained on product knowledge and requisite certifications.

• Income to be generated at a customer level.

• 4) Interaction Quality Achieve Quality benchmarks defined from time to time.

• Complete and accurate capture of call interactions, including profiling thereby aiding relationship management.

• 5) 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.

• 6) MIS Reporting Ensure timely submission of Customer base review / reports as requested by Central Team / Senior Management.

Skills

• Basic Banking
• Communication