Job Summary

The CRM Executive is responsible for managing customer relationships, ensuring seamless coordination between customers, sales teams, banks, and channel partners throughout the home loan journey. The role focuses on delivering an exceptional customer experience, maintaining accurate CRM data, improving operational efficiency through AI-powered tools and automation, and supporting business growth.

Key Responsibilities

- Manage and nurture customer relationships from lead generation to loan disbursement.
- Maintain accurate customer records and update lead status in the CRM.
- Conduct regular follow-ups for pending documents and application status.
- Coordinate with Relationship Managers, Sales Team, Banks, NBFCs, and Channel Partners.
- Ensure timely loan processing by monitoring every stage of the application.
- Resolve customer queries and provide prompt support.
- Track customer satisfaction and maintain high service standards.
- Generate daily, weekly, and monthly MIS and performance reports.
- Assist in customer retention and referral generation initiatives.
- Ensure data accuracy, compliance, and documentation.

AI & Technology Integration

The CRM Executive should be comfortable using AI-powered tools to improve productivity and customer experience.

Preferred AI Tools

- ChatGPT / Microsoft Copilot / Google Gemini for drafting emails, customer communication, FAQs, and documentation.
- CRM Automation Tools for lead tracking, reminders, and workflow automation.
- AI Meeting Assistants for meeting summaries and follow-up action items.
- AI-powered Excel tools for report generation and data analysis.
- AI-based WhatsApp and Email communication tools for customer engagement.
- Document OCR & AI verification tools for faster document processing.

Required Skills





- Excellent verbal and written communication.
- Strong customer relationship management skills.
- Good knowledge of MS Excel, Google Sheets, and CRM software.
- Ability to analyze customer data and prepare reports.
- Strong follow-up and coordination skills.
- Problem-solving mindset.
- Time management and multitasking abilities.
- Adaptability to new technologies and AI-driven workflows.

Qualifications

- Bachelor's degree in any discipline (BBA, B.Com, BA, MBA preferred).
- Freshers with excellent communication skills may also apply.

Experience with CRM platforms such as TeleCRM, Salesforce, Zoho CRM or similar systems will be an added advantage.

Experience using AI productivity tools (ChatGPT, Microsoft Copilot, Google Gemini, or similar) for communication, reporting, documentation, and workflow automation is highly preferred.

Key Performance Indicators (KPIs)

- Customer Response Time
- Customer Satisfaction (CSAT)
- CRM Data Accuracy
- Follow-up Effectiveness
- Document Collection TAT
- Loan Processing Turnaround Time (TAT)
- Loan Disbursement Support
- Customer Retention Rate
- Referral Generation
- MIS Accuracy & Timely Reporting
- AI Tool Adoption & Productivity Improvement
- Process Compliance
- Cross-functional Coordination Efficiency

Performance Expectations

- Maintain accurate and up-to-date CRM records.
- Ensure proactive customer communication throughout the loan journey.
- Leverage AI tools to improve productivity, reduce manual effort, and enhance customer service.
- Contribute ideas for process improvements and automation.
- Collaborate effectively with internal teams and banking partners.
- Deliver a seamless, qualified, and customer-centric experience while consistently meeting service quality and operational KPIs.

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person

📌 Customer Relationship Manager (India)
🏢 Ace vision financial services
📍 India