Relationship Manager – Priority Direct

About the role

The Virtual Relationship Manager (VRM) will serve as the single point of contact for up to 1,000 retail banking customers, delivering personalized service through digital, phone and face‑to‑face channels. The role focuses on timely issue resolution, relationship deepening and identifying cross‑sell opportunities.

Key responsibilities

• Manage a portfolio of up to 1,000 customers via phone, email, digital banking and in‑person interactions.
• Handle day‑to‑day banking queries, coordinate with internal teams and ensure swift resolution of issues.
• Educate customers on digital banking tools and maintain accurate records in CRM systems.
• Identify and execute account upgrades (Gold to Diamond) and generate qualified referrals for investment and takaful products.
• Achieve monthly and quarterly KPIs related to service quality, portfolio growth and product referrals.
• Ensure compliance with KYC, AML and all bank policies while maintaining confidentiality.

Required profile

• Bachelor’s degree in Business, Finance or a related field.
• 2–4 years of experience in retail banking, customer service or relationship management, preferably in a virtual or call‑center environment.
• Strong knowledge of banking products, customer segmentation and digital channels.

Required skills

• Proficiency with CRM systems.