• To provide his portfolio customers with personalized service so as to develop close relationships, achieve maximum profitable contribution for the bank and retain their loyalty.
• Nurture the clients and enable them to Gold eligibility for upgrading them to Certified F-F RMs.
• Minimize customer attrition & maintain customer contact.
• The job holder is required to enhance priority banking sales and promote the cross selling of bank product to existing and potential priority customers through marketing efforts.
• Safeguard the bank from potential loss
• To continue to maintain and improve the quality of service offered to Priority customers.
• Acquire ‘new to bank’ affluent customers
Financial:
• Achieve individual monthly, quarterly and yearly targets assigned to Mashreq Gold VRM Unit. Targets vary on Business Requirements (Financial Plan).
• FER – achieve FER target assigned on monthly basis
• Liabilities – achieve NNM target assigned on monthly basis
• Maximize portfolio penetration and cross sell as per business requirements and customer needs
Customer Service:
• Provide best in class service standard to Gold customers.
• Respond to customer query/escalated complaint within 48 hours.
• Achieve mystery shopping results of a minimum 90%.
• Maintain customer contact defined metrics measured through CRM 95% KPA achievement month on month
• Ensure 100% of customers on your portfolio are aware that you are the RM.
• All service deliverables should contribute to increasing the NPS to 10+ for RBG.
Compliance, Audit and Quality:
• Adherence to KYC/AML and relevant SOPs.
• Timely action on ONR & DTR etc.
• 100% of portfolio should be contacted and updated on CRM
• Understanding and use of bank systems.
• Zero tolerance on Complaints received due to misleading information.
• Adherence to the sales process governing sales of investment and insurance customers including not but restricted to risk profiling customers and ensuring full disclosures of all product features and risks. Zero tolerance on miss-selling. Profiling to be completed for each customer.
Non- Financial Goals:
• Maintain outbound call target of 25 calls/day.
• CRM registration of calls on a daily basis.
• Expired KYC & CPRA/IMA to be maintained at less than 5%
• University Graduate.
• Strong sales knowledge & insurance/investments/ Financial Market Knowledge.
• Strong Interpersonal skills and cultural sensitivity
• Relationship Management & Networking skills. Extrovert/Amiable personality
• At least, 2 years’ experience in a similar job.
• Self-Motivated and positive attitude.
• Analytical and numeric skills.
• Problem resolution skills.
• Ability to work under pressure and think on his / her feet.
• Dynamic, results-oriented approach to work.