Onboarding Executive-CRM

Role & responsibilities

Customer Onboarding

• Take complete ownership of customers immediately after booking.
• Conduct the Welcome Call
• Explain the complete post-sales journey to the customer.
• Share documentation and explain the next steps.
• Establish a strong relationship and become the customer's primary point of contact.
• Ensure the customer always knows what is pending and what happens next.

Documentation & Compliance

• Collect and track all required customer documents.
• Follow up for pending OCR, SDR and other documentation.
• Verify documents for completeness before submission.
• Coordinate with CRM and internal teams for discrepancies.
• Maintain an updated customer documentation tracker.
• Ensure there are no avoidable delays because of missed follow-ups.

Registration Management

• Drive customers towards registration within the committed timeline.
• Coordinate between customer, Sales, CRM and the banking teams.
• Identify potential delays well in advance and escalate them.

Sanction/ Loan Coordination

• Understand customer's loan requirement.
• Coordinate with banking team/DSA partners.
• Facilitate submission of loan documents.
• Follow up for sanction.
• Coordinate between customer and bank/DSA.
• Escalate loan delays that could affect registration.

Customer Relationship Management

• Maintain regular communication with customers.
• Provide proactive updates.
• Resolve or coordinate resolution of customer concerns.
• Manage escalations professionally.
• Ensure customers receive timely and accurate information.

CRM & MIS

• Update every customer interaction in SFDC.
• Maintain accurate customer status and milestone information.
• Maintain booking-to-registration pipeline.
• Track pending documentation, loan, payment and registration cases.
• Prepare daily/weekly MIS.

Preferred candidate profile

• Communication
• MS Office