Relationship Manager - Front End CRM

Key Responsibility Areas (KRA): Email Oversight and Customer Handling: Monitor daily email activity and ensure timely responses. Handle walk-in customers with a focus on resolution and satisfaction. New Bookings and Documentation: Scrutinize new bookings and ensure proper welcome calls. Oversee the issuance of allotment letters, BBA registration, and tracking customer satisfaction to maintain high service quality standards. Payment and Registration Management: Ensure timely payments and BBA registration for all the assigned bookings (new and old) to ensure a seamless process. Customer Feedback and Monitor NPS : Work closely with the team to gather maximum feedback from walk-in customers and email closures. Monitor team performance and ensure efficient customer engagement. Payment Projections and Collections: Ensure monthly payment projections are met on time by following up with customers and bankers, especially in loan cases. MIS Reporting: Maintain MIS for collection data, payment drop reports, and daily/monthly projections. Loan Disbursement Follow-Ups: Coordinate with bankers, customers, and the finance team to expedite loan disbursement cases. Possession Coordination: Liaise with the site team to track possession timelines and project completion. Approvals and Escalations: Ensure all necessary management approvals are in place for concerned teams and individuals. Address and resolve escalations related to routine walk-ins by providing resolutions aligned with company policies. Project-Level Coordination: Collaborate with the Projects team for updates at the project and unit levels. Customer Satisfaction: Continuously track and enhance customer satisfaction by maintaining high service quality standards. Legal / Non-Legal Client Approvals: Prepare approval notes for legal & Non-Legal clients and ensure a structured follow-up process.