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.