Senior Executive \u2013 CRM (Collections)

I. Planning and Execution:
Client Relationship Management: Build and maintain positive relationships with existing clients to ensureongoing engagement and satisfaction. Act as the primary point of contact for all client interactions post\-booking,addressing inquiries and concerns promptly. Provide clients with comprehensive information about the company, itsprojects, and processes. Client Engagement and Support: Collect and record client details such as location, employment, and purchasepurpose. Explain the companys payment procedures, registration process, and terms andconditions, including booking, allotment, demand generation, and cancellationpolicies. Provide legal documentation to clients, including parent documents, currentowner documents, legal opinions, RERA copies, DTCP approvals, layout approvals,and Pattas. Sales Support: Assist clients in allotting plots in their chosen projects, explainingcancellation terms, bank loan processes, and document requirements forregistration. Ensure timely demand generation and follow up on client payments,coordinating with the finance team to validate and confirm payments. Maintain and audit the customer master document file to ensure all mandatorydocuments are present. Client Registration Coordination: Coordinate with service providers\/consultants for client registrations,providing all necessary booking details. Proofread and approve draft sale deeds and agreements, ensuring accuracybefore sending them to clients for approval. Arrange registration schedules, informing clients of the details via emailand WhatsApp. Ensure clients are prepared for registration, including downloading therequired GPS camera app for plot photos. Post\-Registration Follow\-Up: Ensure original registration documents are received from the service providerand inform clients for collection. Email scanned copies of original documents to clients and file copies in thecustomer master document file. Reporting and Documentation: Maintain an updated stock report, detailing total, available, and sold plotsin all ongoing projects. Provide daily payment and booking reports to management, following up onpending payments. Coordinate with internal teams to improve processes and update reports. II. Professional Development: Up to date knowledge of the latest guideline value, stamp duties andregistration fees on a regular basis. Contributing to the professional development of self and other team membersin the department Attending conferences and other ongoing learning programs III. Documentation: Maintain individual customer files, customer database and other requirementsif any Detailed logs of all client interactions (emails, phone calls, in\-personmeetings) including dates, times, and topics discussed. Follow\-up reports summarizing the status of pending issues and resolutions. Daily, weekly, and monthly reports on client payments received and bookingsmade. Reports on pending payments with follow\-up actions taken. Scheduled demand generation reports detailing the amounts due and receivedfrom clients. Follow\-up reports on demand generation. Updated stock reports indicating total, available, and sold plots for allongoing projects. Periodic inventory reports to management. Reports on the status of client registrations, including pending,in\-progress, and completed registrations. Reports on registration timelines and any delays encountered. Reports summarizing the status of legal documents provided to clients,including any missing or pending documents. Summaries of client feedback received through various channels. Reports on actions taken to address client feedback and improve services. Individual performance reports for team members, including monitoring callquality and client interactions. Copies of all emails, WhatsApp messages, and other communications sent toclients. Records of notifications sent to clients regarding registration schedules andpayment confirmations. Documentation of client feedback and corresponding improvement plansimplemented to address concerns. Ensuring appropriate records are maintained as per company policies andprocedures IV. Behaviors and Safety: Establishing a safe, purposeful and stimulating environment for workers andother colleagues Maintaining good relationships with colleagues and subordinates Being a positive role model and demonstrating consistently the requiredtraits and attitudes V. Teamwork and Collaboration: Working as a team member and identifying opportunities for working withcolleagues and sharing the development of effective practice with them Ensuring that colleagues working with you are appropriately involved insupporting learning and understand the roles they are expected to fulfill KEY WORKING RELATIONSHIPS: INTERNAL: EXTERNAL: 1. Accounts Team 2. Sales Team 3. Marketing Team 4. Execution Team 5. HR Team 6. CMD office
1. Banking Officials 2. Advocates 3. Legal Advisors 4. CP\ 5. Auditors 6. Customer