Job Description:
1. What is the role about? How are we different from other VRM channels?
a. We are building the country’s biggest premium virtual engagement channel.
b. This is the bank’s top most focus area for the next couple of years.
c. We have inverted the traditional relationship-banking model. We cater to the affluent & premium
customer base, virtually.
d. We are the customer’s only point of contact with the bank, thus responsible for their end-to-end
product & service requirements.
e. We are enabled with smart tooling (noise cancellation headphones (cancels noise at both ends),
advanced customer analytics, fully functioning workbench with detailed customer profile etc.).
f. We operate out of centrally located world-class offices.
2. What will be the split of sales & servicing?
a. No defined split
b. We are the customer’s only point of contact from the bank. We will take care of all their requirements,
be it sales or servicing.
c. We operate on a service-led sales engagement model. Agents are expected to service the customer,
gain their trust, understand their needs and customize the sales pitch basis customer’s profile.
3. What qualities are critical for hiring?
a. Excellent communication skills, is able to articulate well
b. Should have done either sales OR servicing in previous roles
c. Should have interacted with high quality premium customers previously
4. Can I work remotely?
a. No
5. Is transport and food facility available?
a. Yes, transportation facilities have been provided by the bank for Thane - Maharashtra. A bus runs daily
in the morning and evening.
b. Yes, a dedicated floor exists in all buildings for cafeteria, where they serve all cuisines
6. Is it a 5-day working?
a. Like all other banks, alternate Saturdays are working (Following under a rotational shift policy).
7. What are the office timings?
a. Official timings are 9:30am - 6:30pm
8. What are the growth opportunities?
a. There is a clear career path into senior roles and several lateral opportunities in other verticals within
the bank
i. Product roles
ii. Branch banking roles
iii. Channel excellence roles
iv. VRM leadership roles
v. Asset sales managers
vi. Customer service managers
vii. Portfolio growth & strategy roles
9. How much incentive can I earn?
a. Our pay is at par with competition. There is no cap on incentives
10. Do I have to go meet the customers personally as well?
a. No. You will be operating out of centrally located world-class offices.
b. We are enabled with smart tech & tooling, so there’s no requirement to meet the customers personally
11. Do I have to purchase my own data to call?
a. No, you will call the customers through company-provided dialer support.
12. Is it an outbound or inbound process?
a. We are NOT an outbound call center.
b. You own a portfolio of customers. You are the only interface between the bank and the customer. You
are expected to develop a deep relationship with the customer such that they can directly call you on
your personal landline number in case of any requirement.
