ASSISTANT GENERAL MANAGER - CRM (COLLECTION)

AGM - CRM (Collections)

Reports to: VP CRM

Experience: 7-9 years in loan collections or customer receivables in real estate

Team Size: 4-6 members

Why this role. Why now?

With increased project scale and customer base, effective collections are essential for cash flow and project viability. This role focuses on building strong relationships to ensure timely payments while maintaining positive customer relations, reducing churn, and fostering trust.

What Success Looks like in 1 year:

• 98% collection target achievement with minimal customer disputes
• Customer satisfaction scores for collections process above 85%
• Reduced overdue accounts by 30%
• Developed a customer-centric collections approach that enhances loyalty

Responsibilities:

• Manage collections from initial payment reminders to final settlement
• Build rapport with customers to understand their financial situations
• Negotiate payment plans and resolve payment disputes amicably
• Collaborate with finance and legal teams for escalations or legal actions
• Maintain accurate records of collection activities and customer interactions
• Identify and implement process improvements for faster collections
• Conduct regular follow-ups and maintain positive customer relationships

Must have experience (Non Negotiable):

• 7+ years in collections or receivables management within real estate
• Strong negotiation and communication skills
• Experience managing customer relationships during financial transactions
• Knowledge of legal and financial documentation related to collections

Nice to haves (Can be learned on-the-job):

• Familiarity with CRM tools specific to collections
• Experience with digital payment platforms and automation
• Knowledge of local financial regulations affecting collections

The way we work (Culture fit):

• Empathetic listener, persuasive communicator, resilient, ethical, customer-first mindset, collaborative.

Location & Work Requirements:

• Pune-based, working from Baner – Sus / Kharadi
• Comfortable working in a target-oriented environment

Interview Signals we look for:

• Proven track record in collections within real estate
• Strong interpersonal and negotiation skills
• Ability to handle difficult conversations tactfully
• Customer-focused approach with a problem-solving attitude.