We are seeking a Virtual Relationship Manager to join our dynamic team and drive the growth of our customer base. The successful candidate will be responsible for managing and activating a portfolio of customers, primarily non-borrowing, to achieve monthly and annual KPI objectives. This role requires a commercial focus, ensuring excellent customer service and a superior client onboarding experience. The ideal candidate will have a strong understanding of our products, policies, and processes, and be able to effectively cross-sell and refer customers to other units within the segment.
- Manage and grow a portfolio of 400-500 customers, primarily non-borrowing, to achieve sales and growth targets.
- Meet and exceed monthly and annual KPI objectives across portfolio growth, revenue, cross-selling, and customer activations.
- Focus on activating dormant/inactive customers and ensuring timely KYC updates and due diligence.
- Maintain a thorough knowledge of all products, policies, and processes to deliver a superior client onboarding experience.
- Effectively manage current account excess and account conduct, ensuring no mis-selling and offering transparent product recommendations.
- Resolve customer redresses and ensure timely resolutions, maintaining excellent customer service.
- Participate in people development, learning, and training programs to enhance sales effectiveness.
- Strictly adhere to KYC, compliance, and internal processes, ensuring satisfactory audit ratings and minimizing potential losses.
- Proactively identify and manage risks, adhering to governance and control frameworks.
- Stay updated on competition offerings and provide suggestions to improve our products and processes.
- 3 years of relevant experience in Corporate, Commercial, or Business Banking, managing a customer base in a similar position.
- Bachelor's Degree in Business Administration, Finance, Banking, or a related field is preferred.
- Strong knowledge of banking products, policies, and processes, with a focus on customer service and sales.
- Excellent communication and interpersonal skills, with the ability to build strong customer relationships.
- Proactive and self-motivated, with a results-driven approach and a passion for learning and development.
- Ability to work independently and manage a large customer portfolio effectively.
- Familiarity with banking software and systems, and a basic understanding of KYC and compliance procedures.
- Willingness to participate in training and development programs to enhance skills and knowledge.
- Strong analytical and problem-solving skills, with the ability to identify and mitigate risks.
- A team player with a collaborative mindset, willing to work closely with colleagues and stakeholders.
