Abhijit Kulkarni

Responsible for leading the Post Sales CRM Operations, payments and collections.

Responsible for creation and implementation of CRM process and structure.

· Ensuring delightful customer experience from Post Sales to the handover stage for the customer.

To assist client with all queries pertaining to legal, agreement, registration, taxation, banking, etc

· Responsible for recruiting, inducting, training, managing, motivating, leading and developing the CRM team to the company standards.

· Ensuring timely query resolution within TAT and handling escalations and resolving them and controlling the matrix.

· To prepare various reports on daily, weekly, quarterly and monthly basis.

· Ensuring adherence to processes, policies & procedure within the TAT.

· Coordinating with various banks in order to facilitate the bank tie up for disbursement of loans to customers.

· Stream line processes between back office, RMs & Accounts.

· Measure team performance through Registrations/Collections/Possession Target Achievement and NPS Score.

· Meet all customers briefly on their visits to office/site.

· For exceptional customer cases, strictly follow Internal Memo process (IOM), personal involvement.

· Assure customer files/data safely stored and no loss/misplacement of

any important document.

· Assist team in meeting deadlines (agreements/registrations/payments)

· Arrange for training of team member on technical skills (CRM, SAP, SFDC, MS Office, Excel, etc)

· Assure all KYC (Pan card/passport/OCI) documents collected for all customers.

· Assure allotment/agreement process followed strictly.

· Assure team hands over important legal documents only to customers or

their authorized personnel (letter required)

· Assure the maintenance & timely updation of Master sheet (password locked excel)

· Assure the maintenance & timely updation of allotment/agreement dates.

· Maintain the slab construction dates of all towers.

· Get timely updates from Architect & projects on plans/ changes – update team.

Coordinate with Internal departments to ensure that the business needs are fulfilled effectively

· Effectively train the existing team to handle and manage customer communication, queries and collections during the waiting, handover and post-handover process

· Responsible for preparing accurate weekly & monthly collection projections.

· Manage customer escalation and ensuring satisfactory closures at the first level

· Keep a check on the outstanding status & ensure that the ageing is kept to the minimum

· Effectively plan for the Collections as per the outstanding of every month.

· Perform regular internal audits for the processes and documentation of the CRM activities

· Email audits of team members to ensure timely response and check the quality of response

· Prepare various MIS reports in aspect with Collections, Queries Closed/Resolved, etc to prepare the plan for the next course of action.

· Prepare accurate monthly targets for self and team, take appropriate approval for any exceptions

· Ensure maximum retention efforts before any cancellations.

· Ensure Interest is collected from the defaulted clients.

Preparing monthly review presentation citing the performance of the last month and highlight way forward for the coming month

· Providing project status updates to customers, co-ordinate & ensure execution all aspects of customer interaction

· Ensure coordinating with the Legal/Architect departments for documentation as well as other operational activities i.e. Legal queries, Approved Plan etc.

· Preparing Supplemental Agreement, Deed of Rectification, Agreement for Sale, Deed of Confirmation, and Deed of Cancellation

· Ensuring co-ordination with customers, regarding stamp duty and registration formalities and payments

· To ensure adequate support to customers for assistance in bank loans, registration of property

· Maintain Cordial relation with customers.

· Ensure customer satisfaction as well as high customer commitment.

· Co-ordinate with the back office & sales teams for obtaining and completing necessary documents to meet the customers' expectations.

· Liaising with the banks for home loan approvals, disbursements, etc.

· Collections from the customers as per the collection target

· Customer Management - change requests handling, project handing over and registrations.

· Working on Sales force software.

· To give welcome calls and emails to new bookings

· To send allotment letter and invoices & follow up on calls and emails

· Tagging the collection calls in CRM software.

· Ensure adherence to internally defined SOPs and timelines

· Responsible for meeting the collection targets

· Monitor the daily grievances and escalations received from customers

· Ensure timely, accurate and satisfactory solutions are provided by team members to each of these queries

· Support team on difficult or new issues requiring expertise

· Mitigate escalated customer issues

Coordinate with other functions to resolve customer issues & various internal key functional teams to ensure that the collections are streamlined and can be brought in within the timelines

· Site based customer engagement

· Defines and sets work objectives for team members.

· Recommends process improvement ideas to streamline efficiency/costs/productivity.

· Taking care of customer needs from Booking to handover of their units.

· Maintaining all the legal documents related to Registration and Loan process.

· Coordinating with bankers to fasten up the loan process.

· Sending regular reminders regarding payment dues to the customers.

· Maintaining progress reports / News Letters and updating clients on a timely basis.

· Attending customers visiting the CRM Department on various issues related to legal, accounts, registration and possession of the unit.

· Handling customer complaints.

· Executing the process of modifications in the units.

· To track and record issues using SAP.

· Handling incoming and outgoing mails.

· Coordinate issues of the allotment letters, possession letters, and welcome letters

· Maintaining customer confidentiality and maintaining confidentiality of sensitive information.

· Taking care of customer needs from Booking to handover of their units.

· Documentation and Paperwork of Customers(Receipts, Demand Letters, NOC’s Builder NOC’s, Offer Letters)

· Maintaining all the legal documents related to Registration and Loan process.

· Coordinating with bankers to fasten up the loan process.

· Sending regular reminders regarding payment dues to the customers.

· Maintaining progress reports / News Letters and updating clients on a timely basis.

· Attending customers visiting the CRM Department on various issues related to legal, accounts, registration and possession of the unit.

· Handling customer complaints.

· Executing the process of modifications in the units.

· To track and record issues using SAP.

· Handling incoming and outgoing mails.

· Coordinate issues of the allotment letters, possession letters, and welcome letters

· Taking care of customer needs from Booking to handover of their units.

· Documentation and Paperwork of Customers(Receipts, Demand Letters, NOC’s Builder NOC’s, Offer Letters)

· Maintaining all the legal documents related to Registration and Loan process.

· Coordinating with bankers to fasten up the loan process.

· Sending regular reminders regarding payment dues to the customers.

· Maintaining progress reports / News Letters and updating clients on a timely basis.

· Attending customers visiting the CRM Department on various issues related to legal, accounts, registration and possession of the unit.

· Handling customer complaints.

· Executing the process of modifications in the units.

· To track and record issues using SAP.

· Handling incoming and outgoing mails.

· Coordinate issues of the allotment letters, possession letters, and welcome letters