Client Relationship Manager

About the Role

We are seeking Virtual Relationship Managers (VRMs) to oversee client relationships via digital communication channels. This position involves engaging customers to understand their financial needs and recommending appropriate banking solutions, ensuring an excellent digital customer journey. This role offers an ideal starting point for fresh graduates aiming to enter the banking sales sector.

Core Responsibilities

• Engage with assigned customers following established contact protocols.
• Deliver a superior digital banking experience.
• Identify customer requirements and suggest suitable banking products.
• Handle incoming and outgoing calls adhering to quality benchmarks.
• Resolve customer inquiries promptly within stipulated timeframes.
• Advocate digital banking services to improve customer convenience.
• Maintain detailed and accurate records of interactions within CRM systems.
• Effectively manage and resolve customer complaints.
• Foster durable customer relationships to promote retention and reduce churn.
• Meet set sales and portfolio objectives.
• Engage in cross-selling and up-selling of banking products including TPP, assets, and cards.
• Profile customers to uncover sales opportunities while confirming eligibility and ensuring compliance.
• Track key account activities and generate required reports.
• Accurately process customer requests and transactions.
• Ensure that all customer interactions are documented properly.
• Comply with banking policies, regulatory standards, and internal procedures.
• Keep CRM and reporting systems up to date without delay.

Required Skills and Qualifications

• Fundamental knowledge of banking and financial products.
• Excellent verbal and written communication competencies.
• Customer-centric mindset.
• Strong persuasion skills and sales aptitude.
• Basic proficiency with computers and CRM tools.
• Capability to cultivate and sustain customer relationships.