Position Summary & Purpose
- Manage customer relationships when their current broker is unavailable (e.g., leaving the business, annual leave, or extended sick leave).
- Ensure smooth handover of files and processes to maintain customer satisfaction.
- Provide consistent communication and updates, ensuring customers know exactly where they are in the process.
- Address key issues like funding/settlement problems and file handover/HLS offline situations.
- Prevent disruption in the customer experience and minimize negative feedback. Purpose:
- Bridge the gap when brokers are temporarily unavailable, ensuring a seamless customer experience.
- Improve customer satisfaction by offering smooth transitions and clear communication.
- Help HLS focus on delivering the best customer experience for their active clients.
- Address recurring issues with handover processes and lack of communication.
- Ensure customers are not left with unresolved issues, improving the overall customer journey and company reputation.
By fulfilling these responsibilities, the Manila-based SRM helps maintain high standards of customer service and operational efficiency within the Lendi Group.
Position Responsibilities for Manila- Senior Relationship Managers (SRMs)
- Customer Relationship Management: Take over customer interactions when their assigned broker is unavailable (due to leave, sickness, or departure). Ensure customers feel supported, informed, and valued throughout the process.
- Smooth Handover & Process Continuity: Manage the smooth transition of customer files from the previous broker, ensuring no disruptions in service. Ensure all relevant customer information is up-to-date and accurately handed over.
- Communication & Updates: Maintain consistent communication with customers, providing regular updates on the progress of their requests or cases. Clearly explain the status of funding, settlements, and file handovers, ensuring customers know where they stand at all times.
- Issue Resolution: Address and resolve any funding/settlement issues, file handover concerns, or communication breakdowns. Take proactive steps to resolve customer concerns before they escalate, maintaining a positive customer experience.
- Support for HLS Team: Free up HLS team members to focus on their current clients by managing handovers and resolving issues for incoming customers. Ensure that new customers from HLS inherit a smooth, positive experience instead of one marred by unresolved issues or poor communication. Coordinate with the HLS Manager or HLS Buddy for any issues that require lender follow-up as and when needed.
- Feedback and Reporting: Collect and report on customer feedback to identify recurring issues or opportunities for process improvement. Provide insights to the team on areas where customer satisfaction can be improved or where the handover process can be streamlined
