Kotak Mahindra Bank Ltd is a prominent Indian banking and financial services company headquartered in Mumbai. It offers a wide range of products and services for both corporate and retail customers, including personal finance, investment banking, life insurance, and wealth management.
The role of a Virtual Relationship Manager at Kotak Mahindra Bank typically falls under Inside Sales, where the primary focus is on managing customer relationships and providing personalized financial solutions to meet clients’ needs. Here is a general outline of what the job description might include:
Job Title: Virtual Relationship Manager – Inside Sales
Key Responsibilities:
- Customer Engagement:
- Engage with existing and prospective customers via phone calls, video calls, and other digital channels.
- Build and nurture long-term relationships with customers to ensure continued business growth.
Sales & Target Achievement:
- Drive cross-selling and upselling of various financial products (loans, credit cards, investments, etc.).
- Achieve sales targets and KPIs set by the bank.
- Product Knowledge & Consultation:
- Provide customers with information and guidance on the bank’s products and services.
- Understand customer requirements and suggest tailored financial solutions.
- Customer Retention:
- Follow up with clients and resolve queries, concerns, or issues they may have.
- Ensure customer satisfaction and loyalty by maintaining high service standards.
- Compliance & Reporting:
- Ensure that all interactions comply with regulatory guidelines.
- Maintain accurate records of customer interactions, transactions, and sales activities in the CRM system.
Qualification:
Education: A Bachelor’s degree is usually required (preferably in business, finance, or related fields).
Experience: 2-4 years of experience in sales or customer relationship management, preferably in banking, financial services, or insurance.
Skills:
Communication: Excellent verbal and written communication skills
Sales Acumen: Strong sales skills with the ability to meet and exceed targets.
Problem-Solving: Ability to handle customer queries and provide suitable Solutions.
Tech Savvy: Familiarity with digital tools, CRM software, and virtual communication platforms.
Working Environment:
This is typically a work-from-home or remote role, requiring a stable internet connection and a comfortable workspace.
You may be expected to handle a significant volume of calls or virtual interactions daily.
Career Environment:
Kotak Mahindra Bank aims to provide opportunities for career advancement with structured training programs and support for skill enhancement.
Employees are encouraged to take initiatives and are given opportunities for growth within the bank.
Role And Responsibilities:
Customer Service: Handle inbound and outbound calls to provide exceptional customer service.
Sales: Cross-sell bank products and services to existing customers.
Customer Satisfaction: Ensure high levels of customer satisfaction through timely resolution of queries and issues.
Record Keeping: Maintain detailed records of customer interactions and transactions.
Team Collaboration: Work closely with fulfillment teams to ensure high conversion ratios.
Quality Communication: Ensure quality communication and customer servicing within laid down productivity and service benchmarks.
Adherence to Norms: Follow information security norms and quality process norms.
Feedback Implementation: Act on feedback provided by team leaders or quality coaches to improve performance.
