Position Title: Virtual Relationship Banking - PB Officer

Company: HDFC Bank Limited

Employment Type: Permanent (Sales Vertical)

Experience Range: 0 - 2 years

Job Summary:

 Your responsibilities will include building strong customer relationships, meeting defined portfolio objectives, providing excellent customer service, promoting digital banking services, cross-selling bank products, and maintaining portfolio quality. Join us to deliver superior digital experiences to our customers.

Primary Responsibilities:

• Build and nurture relationships with portfolio customers as per the contact policy.
• Achieve defined portfolio objectives set by the Virtual Relationship Manager (VRM).
• Maintain continuous engagement with portfolio customers, capturing interaction details accurately and comprehensively.
• Handle customer calls according to established standards.
• Provide accurate resolutions to customer queries.
• Promote Digital Banking services to enhance the customer experience.
• Profile customers to facilitate appropriate cross-servicing of bank products.
• Log and resolve customer complaints accurately.
• Control customer attrition.
• Proactively assess customer needs through regular interactions.
• Cross-sell "sticky products" such as Demat, Bill Pay, Advisory, etc., to deepen relationships.
• Ensure portfolio quality while considering eligibility criteria.
• Monitor large fund movements and account closures from deposit accounts.
• Focus on customer retention.
• Implement right cross-selling strategies based on customer profiles and engagement.
• Penetrate product offerings across various segments, including TPP, Assets, Cards, etc.
• Acquire and group related IDs of the Primary ID.
• Utilize triggers to track maturity of Fixed Deposits (FDs), movement of CASA balances, etc., and prevent outflows.
• Ensure staff are well-trained in product knowledge and required certifications.
• Generate income at the customer level.
• Achieve quality benchmarks defined by the bank.
• Maintain complete and accurate records of call interactions and customer profiles.
• Adhere to established system and process guidelines as per audit and senior management requirements.
• Ensure timely submission of financial transactions and requests.
• Update customer interactions in CRM next as per established processes.
• Submit customer base reviews and reports as requested by the Central Team or Senior Management.

Additional Responsibilities:

• Engage regularly with customers as defined by the contact policy, providing a consistent and superior digital experience.
• Ensure customers receive world-class services and have their needs met through the bank's financial products.
• Enhance customer relationships and promote the use of digital mediums for banking transactions while maintaining a channel for direct communication with the bank.
• Meet scorecard targets and portfolio benchmarks while adhering to guidelines and regulatory requirements.
• Establish top-of-mind recall among customers in the catchment area for their financial needs and services.

Educational Qualifications Preferred:

• Category: Bachelor's Degree, Master's Degree

Required Work Experience:

• Industry: Banking, Financial Services, and Insurance (BFSI)/Insurance
• Role: Fresher/Sales
• Years of Experience: 1 to 2 years

Required Skills:

• Basic Banking
• Communication

Other Details:

• Reporting Designation: Prime Team Manager
• Reporting Department-Sub BU: Prime Banking

Join our team and contribute to delivering exceptional banking experiences in the digital age!

Apply: Visit official HDFC Bank Career page to submit job application