Job Responsibilities(JR) :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 customersAchievement of portfolio parameters- Meet the defined objectives of the Portfolio managed by the respective VRMSales - 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.Interaction Quality - Achieve Quality benchmarks defined from time to time.- Complete and accurate capture of call interactions, including profiling thereby aiding relationship management.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.MIS - Reporting - Ensure timely submission of Customer base review / reports as requested by Central Team / Senior Management. (ref:updazz.com)