Virtual Relationship Manager

About the Company

HDFC Bank began operations in 1995 as a scheduled commercial bank and has grown into one of India’s leading private sector banks. Following the announced merger with HDFC Limited in 2022, the bank expanded its financial services reach even further. Its network spans thousands of branches and ATMs/CDMs across India, along with an international presence in several countries. The organization serves customers across urban, semi-urban, and rural markets with a broad range of products, including home loans and other banking solutions.

Role Overview

The Virtual Relationship Manager role focuses on maintaining strong customer engagement, delivering a consistent digital service experience, and supporting customers through banking products and advisory interactions. The position requires proactive relationship building, accurate servicing, and careful adherence to banking processes and regulations.

Responsibilities

• Maintain regular contact with mapped customers in line with the contact policy and ensure interactions are logged completely and accurately.
• Deliver a high-quality customer experience by understanding customer needs and offering suitable financial solutions.
• Guide customers toward digital banking channels for their everyday transactions while still keeping access to bank support available when needed.
• Handle customer calls according to defined service standards and resolve queries with accuracy.
• Record and address complaints properly, while working to reduce customer attrition and improve retention.
• Profile customers to support effective cross-selling and relationship deepening across relevant bank products.
• Promote sticky products such as Demat, bill payments, advisory services, and other related offerings.
• Track portfolio quality, account activity, large fund movements, and possible account closures to help prevent outflow.
• Work toward portfolio targets, scorecard measures, and other benchmarks assigned to the role.
• Drive sales across product categories such as TPP, assets, cards, and related banking segments based on customer fit and eligibility.
• Use customer triggers such as FD maturity and CASA balance movement to identify opportunities and prevent leakage.
• Ensure compliance with regulatory expectations, internal guidelines, and quality standards in all customer interactions.

Requirements

• Any graduate can apply for this role.
• Experience in telesales, phone banking, inbound sales, telecalling, inside sales, or similar customer-facing banking sales work is relevant.
• Ability to manage customer conversations professionally and resolve issues with clarity and accuracy.
• Strong understanding of cross-selling, relationship management, and customer profiling.
• Comfort with digital banking services and the ability to encourage customers to adopt them.
• Knowledge of banking products such as insurance, deposits, cards, assets, and related offerings is preferred.
• Capability to follow service standards, portfolio goals, and regulatory requirements consistently.
• Good communication skills and the ability to handle repeated customer interactions effectively.

Perks

Not specified in the source.

Additional Information

This role is focused on portfolio management, customer engagement, service quality, and revenue generation through appropriate product cross-sell. The position also involves monitoring account movement patterns, maintaining portfolio health, and supporting staff product knowledge and certification readiness where needed.

Terms and Conditions

All work must comply with the bank’s internal guidelines, contact policy, quality benchmarks, and applicable regulatory requirements. Performance is expected against defined scorecards, portfolio targets, interaction quality standards, and retention objectives.