Customer Centricity

JD-CRM (Customer relationship manager)
·         Drive Customer Experience
·         Drive Collections Efficiencies
·         Responsible for reducing customer outstanding
·         Responsible for Process Adherence & Process Audit Scores
·         Customer Query Management by ensuring TATs are met
·         Handles escalated customer complaints / queries (through direct reportees) generated via phone calls, emails, or walk-ins
·         New Process Creation, wherever applicable
·         Coordinates between departments and the customer to resolve customer queries
·         Represents customer queries at the Corporate Office
·       The position requires you to work on Saturday & Sunday, and you can avail comp off in lieu, as set by your supervisor(s)
 

CRG (Customer Records Group) Team: 
• Pre-launch preparation of all legal and financial documentation like bill, receipt formats, allotment letter draft, ATS, AFS drafts, Bank NOC, TPT for Bank loans etc.
• Bank Tie Ups
• D4U – KYC Checking prior to releasing the booking (post SE Dry run)
• Preparation of PTM (Permission to mortgage) for all bank loan cases
• Allotment letter generation – ECRM / Manual – multiple iterations / stringent launch timelines mostly not in line with IT TAT
• Agreement generation from ECRM / Manual
• BBA Agreement / Deed of conveyance registration – Physically present at Registrar office
• Billing generation
• Payment receipting
• Cancellation
• Transfer / Name addition and deletion
• Preparation of Transfer Deed and Registration of the same
• Refund
• CC Regulatory and SOP Compliance Audits
• Interest and demand related manual calculations for Legal case support
• All manual calculations like reinstatement and forfeiture calculations to be shared with cross functional teams
• Manual reminder letters like Pre-termination and Termination, Agreement registrations – Payment reminders are also not live for NCR
• Approval consolidation for sites
• Uploading Waiver / Credit note entries in system
• Preparation of Finance NOC for handover