Branch RM Team
Branch relationship managers and loan officers: calls from the branch CRM dialer, and in-branch loan discussions recorded on the branch tablet with customer consent.
Customer journey
RM Roster
Ranked by score — Lakshmi Iyer (Cluster Head)’s team
All Calls
Lowest scoring first
BR-3 · The balance transfer that needed a rule that stopped existing in 2019
Deepa Menon (RM) · Rakesh Deshmukh · Fatal: foreclosure rule misstated to win a balance transfer, cover pushed as a condition
BR-1 · In-branch, son doing the talking: a loan against property on a pension
Deepa Menon (RM) · Shobha Kale · Objection handled: borrower separated from the person who wanted the money (call 1 of 2)
BR-2 · Eight days later: the son signs, the mother keeps the flat and the veto
Deepa Menon (RM) · Shobha Kale · Clean close: restructured file submitted with the right primary borrower (call 2 of 2)