Sky Affluent VRM-TL-Sky Channel-VRM - Support
Role Overview
The Solitaire VRM Support role focuses on managing and deepening relationships with Privy and Solitaire segment customers through telephonic and digital engagement. The position ensures superior customer experience, cross-selling of banking and investment products, and compliance with regulatory norms.
Key Responsibilities
- Portfolio Management:
- Handle a portfolio of high-net-worth Solitaire customers via remote channels (calls, emails, video).
- Maintain regular engagement to strengthen relationships and reduce attrition.
- Sales & Cross-Selling:
- Drive business targets across product lines – liabilities, assets, investments, insurance, and third-party products.
- Identify customer needs and offer tailored financial solutions.
- Customer Experience:
- Ensure timely resolution of queries and service requests.
- Deliver a seamless onboarding and servicing experience in coordination with internal teams.
- Compliance & Risk:
- Adhere to audit, regulatory, and internal compliance guidelines.
- Maintain accurate records in CRM systems and follow information security norms.
Required Qualifications
- Graduate (mandatory); MBA preferred.
- Minimum 2 years of experience in banking, preferably in affluent or wealth segments.
- Strong knowledge of banking products (liabilities, assets, investments).
Skills & Competencies
- Excellent communication and interpersonal skills.
- Customer-centric approach with problem-solving ability.
- Proficiency in CRM tools and digital banking platforms.
- Ability to work independently and achieve sales targets.
Performance Metrics
- Portfolio growth and retention.
- Cross-sell ratio and revenue achievement.
- Customer satisfaction and service quality scores.