Address- Leading collection activity and ensuring timely execution of the customer lifecycle processes.
- Coaching the Team Leader and the team to drive customer care through inbound calls, outbound calls, emails and in person meetings.
- Drafting critical customer communications like Welcome Emails, Interest Letter, Registration Reminder Letter, Cancellation Letter, etc.
- Supervising timely execution of Welcome Calls, Welcome Emails, Demand Letters, Payment Receipts, Interest Notifications, Allotment Letters, Agreements, Sale Deeds, etc.
- Customer retention strategies in co-ordination with the sales team.
- Review and projection of the collections achievable.
- Escalation management and dispute resolution in close co-ordination with the management.
- Creation of processes and SLA's to enhance customer experience which are to be mutually agreed with the respective stakeholders.
- Ensuring smooth functioning via inter departmental co-ordination.
- Facilitating APF process and funding for the customers.
- Execution of end to end possession process.
- Closely co-ordinate with the marketing team for review and creation of customer communications to drive referrals, newsletters and collections along with the incentive strategies.
- Lead a team of Sales Managers for conversion of an enquiry into a lead and then to a Sale.
- Assist with achieving Sales Target for the team via customer visits & site visits.
- Head the Retention team to reduce the overall cancellations and analyse the key observations to share feedback pertaining to the processes, policies and people training or enhancement needs.
