RM - Lead

Job requirement : -

Communication skills verbal and email writing

Customer lifecycle management Onboarding, Registration, Sustenance, Possession, Post possession support

Customer centricity Customer engagement; High on Responsiveness,

Process compliance

Loyalty and referral sales

Experience in managing documentation, collections, and reporting processes

Ability to work under pressure

Multitasking

Influencing skills

Customer escalation and resolution management

Customer retention

Basic knowledge of excel and word (including mail merge)

Should be ready to work on all weekend working

Key Responsibilities :

Customer Onboarding Launch support

Help customer with smooth onboarding, and guiding them with next steps

Validation of details entered in system

Ensuring no delay in issuing allotment letters

Resolving discrepancies in payment made by customers vs entered in system

Home loan support Helping the customer in their home loan requirement and ensure required documents are provided to customer on time

Preparing NOC

Sharing documents required by bank

Registration support Collection of stamp duty payments

Registration line up

Documentation accuracy

Customer management Resolution of queries raised by customers within defined time

Co-ordination with other functions / departments to get more details or clarification wherever required

Highlight unresolved customer issues to manager on weekly basis

Making notes of each interaction done with customer in SFDC and close service request

Taking feedback from customer via NPS and ensuring plans to improve service

Active customer engagement via arranging visits, regular updates, etc

Ensuring repeat purchase (loyalty sales) and referral

Collection Sending monthly construction updates and along with intimation of billing milestones approaching

Sending pre-intimation to customers before billing

Ensuring monthly collection targets are met, with 95% collection within due date

Advance payment collection schemes to be recommended to customer to enhance collection value for the month / qtr

Follow up with customer and bankers on regular basis to ensure timely collection

Sending reminders, per-termination, and termination to defaulters

Cancellation retentions

Making payment entries in system for payment received.

Tracking construction progress and understanding its impact on upcoming collections.

Possession Inviting the customer for possession after checking condition of unit

Providing post possession support to customer for any issue he may face with facility management company

Process adherence and enhancement Complies with company defined guidelines and processes

Identifies processes / procedures in own work area that need improvement

Recommends process improvement ideas to streamline efficiency / costs / productivity

Undertakes process improvement activities in own work area

Threshold Education Qualification & Experience Applicants should be Graduates with 1-5 years of relevant industry experience.