RM - Lead

Job requirement: -
\n Communication skills verbal and email writing
\n Customer lifecycle management Onboarding, Registration, Sustenance, Possession, Post possession support
\n Customer centricity Customer engagement; High on Responsiveness,
\n Process compliance
\n Loyalty and referral sales
\n Experience in managing documentation, collections, and reporting processes
\n Ability to work under pressure
\n Multitasking
\n Influencing skills
\n Customer escalation and resolution management
\n Customer retention
\n Basic knowledge of excel and word (including mail merge)
\n Should be ready to work on all weekend working

\n Key Responsibilities :
\n Customer Onboarding Launch support
\n Help customer with smooth onboarding, and guiding them with next steps
\n Validation of details entered in system
\n Ensuring no delay in issuing allotment letters
\n Resolving discrepancies in payment made by customers vs entered in system
\n Home loan support Helping the customer in their home loan requirement and ensure required documents are provided to customer on time
\n Preparing NOC
\n Sharing documents required by bank
\n Registration support Collection of stamp duty payments
\n Registration line up
\n Documentation accuracy
\n Customer management Resolution of queries raised by customers within defined time
\n Co-ordination with other functions/departments to get more details or clarification wherever required
\n Highlight unresolved customer issues to manager on weekly basis
\n Making notes of each interaction done with customer in SFDC and close service request
\n Taking feedback from customer via NPS and ensuring plans to improve service
\n Active customer engagement via arranging visits, regular updates, etc
\n Ensuring repeat purchase (loyalty sales) and referral
\n Collection Sending monthly construction updates and along with intimation of billing milestones approaching
\n Sending pre-intimation to customers before billing
\n Ensuring monthly collection targets are met, with 95% collection within due date
\n Advance payment collection schemes to be recommended to customer to enhance collection value for the month/qtr
\n Follow up with customer and bankers on regular basis to ensure timely collection
\n Sending reminders, per-termination, and termination to defaulters
\n Cancellation retentions
\n Making payment entries in system for payment received.
\n Tracking construction progress and understanding its impact on upcoming collections.
\n Possession Inviting the customer for possession after checking condition of unit
\n Providing post possession support to customer for any issue he may face with facility management company
\n Process adherence and enhancement Complies with company defined guidelines and processes
\n Identifies processes/procedures in own work area that need improvement
\n Recommends process improvement ideas to streamline efficiency/costs/productivity
\n Undertakes process improvement activities in own work area
\n Threshold Education Qualification & Experience Applicants should be Graduates with 1-5 years of relevant industry experience.