Relationship managers: tread with caution
There are several incidents of relationship managers misusing access to accounts and their proximity to clients to meet their sales targets. So, one needs to be on one’s toes while dealing with relationship managers
 
Relationship Managers (RMs) have the potential to either deepen the relationship or to erode it by eating into its roots. They operate in motivated blindness, therefore, indulge in such an exaggerated description of the product that it puts a mask on the risk inherent in the product and are able to sell toxic dubious products. Cases of misconduct on the part of RMs are not uncommon. There are many incidents of RMs misusing access to accounts and their proximity to clients to meet their sales targets. It has on many occasions, come to light, that the Wealth & Relationship Managers did get authorizations from their clients on blank papers with the promise that they will get maximize returns.
 
A few illustrative cases (picked up from media reports) are described here below…
 
A few years ago, a fraud in a leading foreign bank was detected, where a relationship manager had forged signatures of many widows whose children were staying abroad and diverted funds into his/her account. Probes revealed that the manager identified targets carefully and by using forged signatures, changed addresses of clients on his/her list so that they didn't get their bank statements. Instead, what they received were forged statements printed by their relationship manager. 
 
Mr Puri, who was a relationship manager in Citibank's retail banking operations, had illegally promised high returns under a sham deposit scheme and managed to convince about 20 high net worth Citibank customers to park their funds in that scheme. Puri got a forged circular in SEBI’s name, which claimed that the high-returns scheme was only available at this particular branch. After getting big deposits, Puri generated forged bank slips and statements to the duped customers. He then siphoned off the money into the stock market.
 
A young techie with an information technology company in Pune, says he was cheated of Rs 4.5 lakh by his brokerage firm, thanks to the aggressive intra-day trading advised by his relationship manager. “That’s a huge amount for an ordinary person like me. The relationship manager wiped out all my money in months,” he says.
 
Misguidance or even mis-selling on the part of RMs in banks and elsewhere is a matter of concern. “A few years ago, only experts would have functioned as relationship managers in Indian banks. But now the position has been sort of degraded — people who are not really experts in the field are being recruited as relationship managers for retail or consumer banking in India. And they are making a lot of mistakes.
 
On 18 April 2013 Moneylife Foundation presented a memorandum to RBI Governor on unchecked mis-selling by bank relationship managers. It says, “Banks’ relationship managers have been particularly brazen in recommending financial products to their customers while completely disregarding their financial situation. It is commonplace to hear of senior citizens being conned into investing in a mutual funds, unit-linked insurance plans or a hybrid-derivative products on promise of higher returns. In many cases, private bank executives go to their homes and persuade them to break secured fixed deposits and invest the money in Unit Linked Insurance Products (ULIPs) with the false assurance that these are as safe as fixed deposits and offer a higher return and security.”
 
Moneylife had highlighted the case of Suchitra Krishnamoorthi, a well-known singer and actor, who was taken for a ride by HSBC Bank for over five years. The modus operandi for HSBC in this case has been a combination of toxic churning of the portfolio management system (2% entry load on every purchase made by it on behalf of client), insurance products promising 24% returns, insisting her on taking a loan instead of withdrawing funds without even disclosing that the client was entitled for a smart loan. 
 
 
A strong campaign by Moneylife through its website and its social media properties got quick justice for a 79-year old man with his ailing wife. IndusInd Bank officials had deceitfully persuaded him to break his bank fixed deposit and invest in a wrong product. After Moneylife wrote about it, the bankers came at 11.30 in the night, bearing a demand draft of Rs7 lakh and returned him his investment. They had made him invest in DWS’s mutual fund scheme with a five-year lock in period.
 
 
Whether they are dangerous or not depends on which side of the fence you are. If you are a victim then definitely you will label them as dangerous but if you’ve had a delightful experience with them, you may not. That does not mean you may not become a victim of their ‘charisma’. It is in your best interest to be on your toes when you deal with them.
 
(Saiyid (SSA) Zaidi is a training and development consultant as well as external subject matter expert at the Educom Group Banker's Academy in New York.)
 
Comments
sonya
1 decade ago
SUB: consumer forum action against Standard Chartered Bank’s arbitrary repossession of vehicle ref news item dated 9.09.2013; warnings issued by Reader’s Digest and Moneylife against Bank Relationship Managers

The consumer forum in question has passed a good judgment in my opinion. Standard Chartered Bank arbitrarily closes accounts without specifying why, there seems to be no coordination between its front-end and back-end operations, between relationship managers and customers, and between relationship managers themselves. The Bank takes its own sweet time ‘resolving’ the issue while offering the aggrieved account-holder some lame excuse or the other for its unjustified act. The victim is denied interest on his deposit during the three-month plus period he is kept hanging on, compelled to call up numbers that do not respond, to drive long distances to meet one executive after the other and to run around in circles trying to find THE right person who, unfortunately, does not seem to stay put in any one seat/location. Moneylife and Reader’s Digest are absolutely right in warning the public about bank relationship managers: In the case of Standard Chartered, such managers, by and large, seem to play the role of arm-twisting account-holders into investing and losing their hard-earned savings on the stock market while earning big, fat commissions for themselves and neglecting to take care of accounts.

RAJIV rANJAN
1 decade ago
Huge target pressure and lucrative incetive tempted front office staff in banks in mis selling of the third party product namely, insurance & MF.
Immedite upfront profit for banks also encourages banks to exert pressure on staff members to sell. There is a wide difference what a bank comits at top and what it tries to execute by applying pressure tactics. It can only be stopped if third party product selling is stopped in banks.
pannag kamat
1 decade ago
My dear friends any lucrative investment first go deep into it or get the expert advice who you know very well or whom you find reliable. Because one or the other way your money will siphoned without your knowledge. Indian judicial and bureaucratic condition it is very difficult get your hard earned money back. So prevention is better than cure.
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