Job Description – Relationship Manager
Position: Relationship Manager
Key Responsibilities
- Build and maintain strong, long-term relationships with existing and prospective clients.
- Deliver exceptional customer service to ensure customer satisfaction, loyalty, and long-term business retention.
- Meet potential clients, understand their financial needs, and provide suitable products and service solutions.
- Achieve and maintain a customer satisfaction score of 95% or above through regular customer feedback and service quality reviews.
- Conduct random customer feedback calls and promptly escalate or resolve customer concerns in coordination with the reporting manager.
- Generate customer referrals and references as an indicator of customer satisfaction and relationship quality.
- Make courtesy calls to customers after service completion and maintain updated interaction records in the CRM system.
- Ensure customer attrition due to service-related or company-related issues remains below 5%.
- Address customer complaints promptly and ensure timely resolution with minimal escalation.
- Build trust with customers by providing proactive service, regular follow-ups, and personalized support.
- Identify opportunities for cross-selling and up-selling the company's financial products and services.
- Maintain accurate customer records, meeting notes, and follow-up activities in the CRM system.
- Coordinate with internal departments to ensure timely processing and smooth customer experience.
- Submit daily work reports, customer interaction reports, and sales activity updates to the reporting manager.
- Attend review meetings, product training sessions, and team meetings as scheduled.
- Ensure compliance with company policies, regulatory requirements, and quality standards.
- Achieve assigned business targets, customer retention goals, and relationship management KPIs.
Required Skills & Competencies
- Excellent customer relationship management and client servicing skills.
- Strong communication skills with outstanding verbal and written English.
- Excellent interpersonal, negotiation, and presentation skills.
- Ability to build trust and maintain long-term customer relationships.
- Strong problem-solving and conflict resolution abilities.
- Good organizational and time management skills.
- Proficiency in CRM software and Microsoft Office applications (Excel, Word, PowerPoint).
- Ability to work independently as well as collaboratively within a team.
- Customer-focused attitude with a positive and professional approach.
- Ability to handle multiple customer accounts and prioritize tasks effectively.
Job Type: Full-time
Pay: From ₹15,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
Education:
Experience:
- Relationship manager: 1 year (Required)
Language:
Location:
- Calicut, Kerala (Required)
Work Location: In person
