We are seeking a dynamic and customer-focused CRM Manager to oversee the customer journey from property booking to home loan disbursement in the real estate sector. The role requires close coordination with internal teams, home loan institutions, and customers to ensure seamless processing of home loans, enhance customer experience, and improve overall conversion rates.
s:
Act as a single point of contact for customers applying for home loans.
Manage and nurture relationships with potential and existing customers post-property booking.
Handle queries, concerns, and escalations with empathy and prompt resolution.
Ensure high levels of customer satisfaction and retention.
Liaise with banks/NBFCs and financial institutions to assist customers with home loan approvals and disbursements.
Track loan application status and ensure timely follow-ups.
Educate customers about loan procedures, eligibility, documentation, and timelines.
Coordinate with legal, technical, and sales teams to provide necessary support for loan processing.
Ensure all documents submitted by the customer meet legal and financial requirements.
Maintain accurate records of all customer interactions, loan processing stages, and approvals in the CRM system.
Coordinate with compliance/legal teams to ensure loan-related documentation aligns with company and regulatory standards.
Update and manage customer records, loan progress, and communication logs in the CRM tool (e.g., Salesforce, Zoho CRM).
Use CRM data to identify delays, bottlenecks, and customer drop-offs, and take corrective actions.
Prepare regular reports on loan conversion rates, customer engagement, and turnaround times.
Monitor KPIs such as lead-to-loan conversion, disbursement timelines, and customer satisfaction scores.
Present insights and recommendations to improve processes and customer journeys.
Qualifications & Experience:
Bachelor's/Master's degree in business, Finance, Marketing, or related field (MBA preferred).
4-6 years of experience in CRM, preferably in the real estate or home loan sector.
Strong knowledge of home loan products, eligibility criteria, and documentation.
Familiarity with real estate transaction workflows and RERA compliance is a plus.
Skills Required:
Excellent communication and interpersonal skills.
Strong organizational and multitasking abilities.
Proficiency in CRM software (e.g., Salesforce, Zoho CRM).
Ability to work under pressure and handle client escalations.
Analytical mindset with attention to detail.
Key Performance Indicators (KPIs):
Home loan conversion rate
Customer satisfaction (CSAT) scores
Average loan processing time
CRM data accuracy and completeness
Escalation resolution time
Job Type: Full-time
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
Provident Fund
Work Location: In person
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