Virtual-COP Relationship Manager

Overview

The Virtual-COP Relationship Manager position within HDFC Bank involves proactive customer interaction to offer a high-quality digital banking experience. This role focuses on understanding and fulfilling customer financial requirements through appropriate banking products while driving digital engagement and meeting defined performance benchmarks.

Core Responsibilities

• Engage with assigned portfolio clients regularly adhering to contact policies.
• Effectively resolve customer inquiries, advocate digital banking services, and accurately profile clients to cross-sell relevant financial products.
• Minimize customer churn and help strengthen customer relationships.
• Consistently meet portfolio targets and promote products across segments including Third Party Products (TPP), asset financing, and card services.
• Monitor trigger points to prevent fund outflows from the portfolio, ensuring income generation at the individual customer level.
• Maintain high call quality standards and properly document interactions to support relationship management.
• Adhere strictly to audit requirements by following established systems and procedures.
• Ensure timely and precise submission of financial transactions and maintain up-to-date customer records in CRM tools.
• Prepare and submit comprehensive customer base reports and other MIS-related documents as requested.

Qualifications & Skills

• Educational qualification: Graduate in any discipline.
• Essential certifications: Basic Banking knowledge and strong communication skills.
• Key competencies required include customer engagement, sales ability, promotion of digital banking platforms, relationship management, and compliance adherence.

Stakeholder Interaction

This role requires collaboration with customers, Classic on Phone team leaders, unit and region heads, along with sales management personnel to achieve business objectives.