Senior Virtual Relationship Manager.Business Banking-VRM SME

Mashreq Bank

17d•Remote

About The Position

Mashreq Bank is seeking a Senior Virtual Relationship Manager and Virtual Relationship Manager for their Business Banking department. The role involves managing existing Platform/Neobiz relationships through outbound calling channels to achieve financial and non-financial targets. Key responsibilities include relationship management, up-selling/deep-selling/cross-selling bank products, understanding customer needs and profiling, and ensuring the quality and soundness of assigned accounts (KYC reviews, monitoring for due diligence, anti-money laundering procedures). The position also requires providing excellent customer service.

Requirements

University Graduate (preferably with some finance/banking or maths component).
Excellent knowledge of business banking products – FX, TWC, Insurance & investments.
Minimum 3-5 years of experience in business banking as RM/VRM.
Excellent communication skills (Oral and written).
Very customer focused.
Computer literate.
As per the organization competency framework.

Nice To Haves

Awareness of FX markets, Insurance, Investments, global financial markets, trade & working capital offerings of the bank.
Adherence to SOP & ensuring quality service to the NEOBiz-portfolio.

Responsibilities

Manage a set of existing Platform/Neobiz relationships through outbound calling channels.
Achieve assigned financial and non-financial targets by calling customers.
Manage all customers focusing on relationship management & up-selling/deep-selling/cross-selling other bank products.
Understand customer's needs & profiling.
Responsible for quality & soundness of assigned Platform/Neobiz (KYC reviews, monitoring for due diligence, anti-money laundering procedures etc).
Providing Excellent Customer Service to customers.
Ensure assigned FER & other financial KPIs are delivered.
Call all newly opened accounts assigned to Platform/Neobiz to introduce their assigned VRM.
Generate FX, Trade (LC etc), Bank Guarantees, Insurance and Investment revenue.
Maintain/elevate the agreed funding of the account.
Maintain a superior customer services experience.
Conduct conference calls with product advisors with high potential clients.
Maintain portfolio quality by ensuring timely update of KYC, Tland all other aspects of governance.
Assist compliance/AML/FP&I and all governance units without tipping off a customer.
Adhere to all regulatory requirements for financial offerings and raise alarms identifying any misconduct or a breach in the portfolio.
Resolve customer queries by rigorously following up on cases with internal departments and closing the same in the given turnaround time.
Support resolution of customer complaints related to rates, schedules, document requirements and transactional query.
Implement and maintain complete control aspects i.e. documentation, periodical client visits (if required)/call reports, stock inspections and formal credit checks / informal market feedback to monitor the assigned portfolio effectively.
Maintain acceptable portfolio quality.
Liaise with superiors and direct reports within the business units, Risk Management and related enabler units within the bank to achieve business objectives.
Update team manager and area manager on regular / weekly basis for better controls on sales and relationship management.
Complaint resolution mostly related to explaining procedures or providing information regarding Platform/Neobiz banking.
First point resolution, Getting to root cause analysis and reversals of charges where necessary as per ADM.
Review customer relationships, bank’s policies, and financial objectives to take decisions on charges reversal, account maintenances, cheque book issuance, deviation recommendations, providing FX rates.
Operation risk management through active reporting, analysis and monitoring.