Job Description – Digital Relationship Manager (DRM)

As a Digital Relationship Manager (DRM), your core responsibility will be to engage with customers

through virtual channels (phone calls, emails, and digital platforms), providing tailored financial solutions.

You will promote and sell a range of banking products and boost CASA balances & fixed deposits. You will

also be required to cross sell unsecured loans (personal loans, business loans), credit cards, lines of credit,

and other investment opportunities.

Key Responsibilities:

Customer Engagement & Relationship Building

▪ Serve as a financial advisor to Savings & Current Account (SA) customers, delivering high-quality

service and customized solutions.

▪ Maintain and deepen relationships with existing clients through regular touchpoints such as calls,

emails, and personalized communication.

▪ Provide timely insights on interest rates, exchange rates, and relevant financial products.

Cross-Selling & Revenue Generation

▪ Drive cross-selling initiatives by recommending relevant banking and third-party products to

meet customer needs and increase wallet share.

▪ Identify and profile potential clients for tailored product offerings, enhancing product

penetration.

Customer Support & Query Resolution

▪ Handle customer inquiries via inbound calls with promptness, accuracy, and a commitment to

first-call resolution.

▪ Promote and educate customers on the bank’s digital banking services to enhance their overall

experience.

Target Achievement & Performance

▪ Achieve and exceed quarterly sales and business targets as assigned by the organization.

▪ Consistently meet quality benchmarks for customer communication and service delivery.

Requirements:

▪ Education: Bachelor’s degree in any discipline.

▪ Experience: Total 1-6 years of experience sales experience, preferably in the virtual banking

services or financial industry

▪ Communication: Excellent conversational and written communication skills in English.

▪ Sales Skills: Strong persuasive abilities with a customer-first mindset and a track record of

achieving sales targets.

▪ Technical Proficiency: Familiarity with CRM systems and digital sales tools. Ability to manoeuvre

around various tools to help the clients on calls.

▪ Interpersonal Skills: Ability to build rapport with clients and provide exceptional service.

▪ Self-Motivation: Proactive, self-driven, and comfortable working independently in a virtual

environment.