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