Virtual Relationship Manager at I&M Bank

Purpose:  

The incumbent is responsible in establishing and maintaining a professional relationship with all stakeholders (Client, Bank personnel, product providers and Support staff) via virtual channels.

• Receive leads data provided by the Campaign Manager or set up by appointment campaign.
• If it is a lead, make telephonic contact with the client to set up a meeting within the specified timeframes per the leads campaign agreement.
• Based on the lead provided, assess the client's portfolio and identify possible gaps for which solutions can be formulated, prior to contacting the client.
• Manage inbound calls, online and Virtual queries and requests from customers seeking advice on their financial needs.
• Disclose all the relevant information to the client as required by the relevant legislative frameworks (e.g. Prudential guidelines and Banking act) at the initial interaction; to enable the client to make a decision on whether or not to proceed with the transaction.
• Follow all the steps in the designated client engagement process as specified by I&M Bank procedures and processes.
• Provide regular feedback to the Line Manager on actions taken to progress the lead.
• Actioning and closing leads appropriately on identified systems as per provided guidelines.
• Provide the correct campaign product information at all times during client interactions.
• Meet conversion ratios through engaging with the required number of clients daily and providing the required number of customer solutions.
• Manage the end to end application process.

Customer service/retention action

• Make use of the Financial Needs Analysis tool (standardized format) provided to conduct a comprehensive risk evaluation for the client.
• Obtain the client's consent to access his/her existing policy information by getting him/her to acknowledge through voice-logging or to sign the relevant documents in order to get a comprehensive view of the client's life assurance (long term insurance and investments) portfolio.
• Discuss various possible solutions and options available with the client and thereafter recommend the most appropriate solution(s) to address any gaps.
• Generate and discuss the appropriate solution in writing (quotation) with the client, complete the necessary.
• Acquisition and onboarding of target customers telephonically and through digital channels onto identified products and on prescribed customer attributes.
• Collection and submission of complete requisite documentations for customer identification and processing.
• Delivery of excellent customer experience to ensure sustainable organic growth of Existing To Bank / New To Bank customers.
• Achieve monthly sales targets as agreed with I&M Bank.
• Achieve a Net Promoter Score of not less than 60% in portfolio of customers onboarded onto various I&M Bank’s products, channels and services.
• Drive increased assets balance sheet per customer, liabilities balance sheet per customer and revenue per customer through continued customer engagements.
• Monitor and ensure funding of Zero Balance Accounts, Low Funded Accounts, Inactive Accounts and Overdrawn Accounts in your portfolio as part of ensuring funding growth.
• Ensure ongoing reviews of the Customer Discussion Document for each customer in the portfolio and drive satisfaction through proactive identification of identified clients¡¦ ongoing financial needs and cross-sale of required solutions

Risk and Compliance

• Ensure that all I&M Bank Compliance exams are completed timeously and the relevant pass mark achieved.
• Ensure that all Regulatory and I&M Bank Compliance requirements are met by following the campaign sales scripts during interactions with the client
• Report any non-compliance issues such as non-adherence to scripts to line management.
• Comply with all applicable regulatory requirements.

Personal Development

• Attend all the required training to attain accreditation to market the various products (product provider)
• Attend all the requisite internal training (i.e. Percipio platform or related courses)
• Ensure that Fit and Proper status is maintained (honesty, integrity, financial solvency).
• Manage own career and personal development.
• Ensure that all personal details such as street address, contact numbers etc are up to date on the Employee Self.
• Comply with house rules.
• Meet required adherence & absenteeism requirements.
• Proactively minimize costs to the organization.
• Work closely with other members of the unit to deliver outstanding performance.
• Attend team buzz sessions and meetings and contribute fully, including suggestions for ways of improving customer service
• Support team by sharing knowledge & best practice

Experience Required

• Past experience in similar tele sales environment offering financial / insurance solutions.
• Demonstratable macro insights on financial solutioning.

Knowledge & Skills:

• Knowledge of the insurance industry
• Knowledge of financial management
• Presentation Skills
• Negotiation Skills
• Interpersonal Skills
• People Management Skills
• Entrepreneurial Skills
• Effective relationship building skills Required
• Sales skills

Competencies:

• Achieving personal work goals and objectives
• Coping with pressures and setbacks
• Entrepreneurial and commercial thinking
• Deciding and initiating action
• Delivering results and meeting customer expectations
• Persuading and influencing
• Relating and networking