Job Summary
The Outbound Virtual RM (Individual Contributor) plays a critical role in amplifying the WRB Contact Centre’s ambition to deliver an “International Wealth Manager” experience, servicing multi-market relationships and treating every client interaction as an opportunity to create value. The Virtual Outbound RM will serve local and premium client segments on a non-cross-border basis. It proactively engages clients through outbound channels to contribute to relationship deepening, product adoption and revenue growth, while maintaining high standards of customer experience, conduct and regulatory compliance.
The role is primarily responsible for executing wealth and product advisory and updates, sales engagement, and lead generation (licensed activity). Virtual Outbound RMs will support the Bank’s strategic shift to service to sales, insight led engagement and relationship based value creation. It will specifically identify sales opportunities, and cross‑selling/upselling the Bank’s products and services through the execution of strong relationship building and communication skills.
All WRB Contact Centre colleagues will be measured against these 5 KPIs: high-quality service, value creation, talent development, digital enablement and operational efficiency. All role holders will also be expected to demonstrate these valued behaviours in the delivery of responsibilities: client centricity, innovation, and collaboration.
- Deliver a high quality client service by handling client queries on product sign‑ups and providing additional information on products and promotion sign‑up processes, in line with KPIs and targets.
- Support the function’s digital enablement by monitoring automated services within the remit of wealth/product advisory and updates, including personalised financial and wealth planning, investment and product discovery and education, loyalty, rewards, and product promotion awareness.
- Ensure operational efficiency and issue resolution by promptly redirecting specialised queries to specialists, RMs or branches where required, in service of enhancing the client experience.
- Support the function’s value creation efforts by converting inbound or prior service interactions into outbound engagement opportunities, through pitching financial solutions based on clients’ financial needs.
- Contribute to net new money growth and profitable growth of the affluent portfolio by capitalising on cross‑sell opportunities that meet clients’ needs and building rapport with clients through personalised, needs‑based conversations (rather than product‑driven selling).
- Redirect clients to relevant licensed channels for further processing and sales conversions, for those countries with regulatory restrictions.
- Prioritise outreach, tailor conversations and improve hit‑rates through using digitally-enabled tools and technologies (CRM systems, agentic AI, speech analytics, guided workflows, insights, and quality monitoring).
- Leverage real‑time data‑driven insights on client behaviour, preferences and lifecycle triggers to guide outbound interactions
- Improve service quality and productivity by demonstrating learning agility and continuously building confidence and capability in new digital, AI and agentic tools.
- Maintain strong risk and compliance discipline by complying with the Bank’s mis‑selling and sales policies, and policies related to ORMA, the Group Code of Conduct, KYC/CDD/EDD and money laundering prevention.
- Execute outbound activity fully in line with conduct, suitability, consent, privacy and regulatory standards. This includes maintaining…
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).