Title: Virtual Relationship Manager - Post Machin

Location: Thane Wagle Estate

Employment Type: Full-Time (On-Roll)

Payroll: Direct employment with Kotak Mahindra Bank

Position: VRM

Department: Retail Banking / Digital Banking

Experience: 1 to 5 Years

• Role Overview

The Virtual Relationship Manager (VRM) will be responsible for managing and strengthening customer relationships through virtual channels including calls, emails, and digital platforms. The role focuses on customer engagement, portfolio management, service delivery, product cross-selling, and ensuring superior customer experience while achieving business and revenue targets.

• Key Responsibilities
• Manage customer interactions through Outbound calls and emails, ensuring smooth communication with merchants, corporate clients, and internal teams.
• Deliver high-quality service, resolve issues within TAT, and consistently work toward improving customer satisfaction and NPS.
• Assist corporate/CA customers on CMS & digital banking, including onboarding, activation, demonstrations, and handling CMS-related queries or service modifications.
• Understand customer needs to provide effective solutions, resolve challenges, and support system integration or product-specific requirements.
• Coordinate with internal teams (CMS Setup, Operations, Implementation, IT, RM, PSM, BSG, etc.) to ensure timely and accurate query resolution
• Perform outbound calling activities for POS servicing and cross-selling products like loans and insurance to achieve sales and activation targets.
• Maintain accurate MIS reports and calling data using MS Excel, ensure precision and timely
• reporting Demonstrate strong communication skills in Hindi, English, and Marathi, with excellent customer handling, convincing, and problem-solving abilities.
• Work efficiently in a target driven environment, ensuring portfolio activation, higher market share, and service delivery quality
• Leverage experience in customer support, CMS, POS, and banking operations while adhering to quality standards, NPS goals, and service excellence

Required Skills & Competencies

• Strong verbal and written communication skills in Hindi, English, and Marathi.
• Excellent customer handling, relationship management, convincing, negotiation, and problem-solving abilities.
• Good understanding of banking products, customer servicing, CMS, POS operations, and digital banking platforms.
• Ability to work in a fast-paced, target-oriented, and customer-centric environment.
• Strong analytical and interpersonal skills with attention to detail.
• Proficiency in MS Excel, CRM tools, and banking systems.
• Ability to manage multiple customer interactions while maintaining service quality and productivity standards.

Eligibility Criteria

• Graduate in any discipline (MBA/PGDM preferred).
• 1 to 5 years of experience in Banking, Customer Service, Relationship Management, Virtual Banking, CMS, POS servicing, or Financial Services.
• Prior experience in Retail Banking, Virtual Relationship Management, Customer Support, or Sales will be preferred.

Key Performance Indicators (KPIs)

• Customer Satisfaction & NPS Scores
• Portfolio Growth & Activation
• Cross-Sell and Revenue Targets
• Customer Retention
• Query Resolution TAT
• Service Quality & Compliance Metrics

Productivity & Calling Efficiency

Salary & Benefits:

Fixed salary + attractive incentives

Salary: 3,50,000 CTC To 5,50,000 CTC depends on interview (Plus upto35k incentives monthly)

9.30am 6.30pm fixed shift

6 week offs in a month (4 Sundays & 2 Saturdays)

Performance-based growth opportunities

On-roll/Banking process exposure

Training provided

Immediate joiners preferred

Apply Now,

Contact For More Details / Information

HR Siddhi - 7030023416