Virtual Relationship Manager - Priority Direct

About the role

The Virtual Relationship Manager (VRM) manages and services a portfolio of up to 1,000 retail banking customers through digital and telecommunication channels. Acting as the single point of contact, the VRM meets customers' banking needs promptly and identifies opportunities to deepen relationships through account upgrades and investment referrals.

Key responsibilities

• Manage an assigned portfolio of up to 1,000 customers via face-to-face, phone, email and digital banking channels, providing personalized service based on each customer's profile, habits and needs.
• Handle day-to-day banking queries on accounts, cards, transfers and digital services, coordinate with internal departments to resolve issues and educate customers on digital banking tools.
• Keep customer records accurate and up to date in CRM systems.
• Identify opportunities to upgrade customers from Gold to Diamond and generate qualified referrals for investment and takaful to the assigned Investment Advisor.
• Cross-sell relevant banking products such as cards, loans, insurance and FX, and meet monthly and quarterly KPIs on service quality, portfolio growth and referrals.
• Ensure all interactions comply with bank policies, KYC and AML requirements, and protect customer confidentiality.

Required profile

• Bachelor's degree in business, finance or a related field.
• Minimum 2-4 years of experience in retail banking, customer service or relationship management, preferably in a virtual or call-center environment.
• Excellent communication skills; Arabic and English preferred.
• Proven ability to work with targets and KPIs in a structured environment.

Required skills

• Proficiency in CRM tools and Microsoft Office.
• Knowledge of banking products, customer segmentation and digital channels.