Outbound - Virtual Relationship Manager

Job summary

Client product advisory

• Handle client queries on product sign-ups and explain products and promotion sign-up processes.
• Monitor automated wealth and product advisory services, including planning, investment and product discovery, education, loyalty, rewards, and promotion awareness.
• Redirect specialised queries to specialists, relationship managers, or branches when required.

Sales engagement and lead generation

• Turn inbound or prior service interactions into outbound engagement opportunities and pitch solutions based on clients’ financial needs.
• Identify cross-sell opportunities and build rapport through personalised, needs-based conversations.
• Contribute to net new money growth and profitable growth of the affluent portfolio.
• Redirect clients to relevant licensed channels for processing and sales conversion where country regulations require it.

Digital, data, and AI-enabled selling

• Use CRM systems, agentic AI, speech analytics, guided workflows, insights, and quality monitoring to prioritise outreach and tailor conversations.
• Use real-time insights on client behaviour, preferences, and lifecycle triggers to guide outbound interactions.
• Build confidence and capability in new digital, AI, and agentic tools.

Risk, compliance, and conduct

• Comply with sales and mis-selling policies, ORMA, the Group Code of Conduct, KYC/CDD/EDD, and money laundering prevention policies.
• Follow conduct, suitability, consent, privacy, and regulatory standards in outbound activity.
• Maintain accurate records of client interactions, offers, and outcomes for audit, governance, and reporting.
• Recognise client vulnerability and use judgement to avoid selling propositions that are not in the client’s best interests.

Skills and experience

• Digital, technology, and AI literacy; product and process knowledge; and banking processes and procedures.
• Risk, compliance, and conduct knowledge, with communication and opportunity-identification capability.
• Financial services industry knowledge and sales proposal and presentation skills.
• Accountability, critical thinking, problem-solving, learning agility, relationship building, resilience, and adaptability.

Work arrangement

• The description states Office Working.

Employment

• Employment type is permanent.