Customer Relationship Specialist

Job Description

Posiiton: Customer Relationship Specialist
Location: Lalitpur

At Alaya, we pride ourselves on our guiding values of Care, Passion, and Oneness. We offer tailored solutions to our clients, helping them achieve their financial goals with confidence. As a member of our team, you will collaborate with like-minded individuals, celebrate your unique talents, and forge lifelong connections. Our dedication to excellence has earned us numerous awards, including the 2023 HRD Asia 5-Star Employers of Choice Award.

About The Role:

The Customer Relationship Specialist plays an important role in maintaining strong relationships with clients after the settlement of their home loans. This role is focused on providing excellent post-settlement support, proactively communicating with clients, resolving queries, identifying opportunities for loan reviews, and supporting client retention.

You will work closely with clients, brokers, lenders, and internal teams to ensure clients continue to receive the right support after their loan has settled. This role is ideal for someone who enjoys customer service, relationship building, problem-solving, and working in a fast-paced environment where proactive communication and attention to detail matter.

What You Will Be Doing:

• Client Relationship Management: You will build rapport with clients after loan settlement, regularly touch base with them, and act as a trusted point of contact for their post-settlement needs.

• Post-Settlement Support: You will assist clients with loan-related queries, progress payments, fixed-rate expiry, loan feature changes, and other after-settlement concerns.

• Loan Review and Retention: You will monitor client loans, review and re-price loans on a semi-annual basis, negotiate interest rates with banks, and support client retention by identifying refinancing or repeat business opportunities.

• Proactive Communication: You will ensure clients are updated regularly and do not need to chase for updates. You will also make sure  emails and client queries are responded to within the expected timeframe.

• Lead Generation and Business Support: You will identify opportunities for new business, referrals, product reviews, and repeat business while supporting brokers with relevant client information.

• Team Collaboration: You will work closely with team members, cross-train where needed, and support the team in completing tasks accurately and on time.

About You:

At Alaya, we hire based on our Guiding principles:

• You enjoy building strong relationships and providing helpful, timely, and professional support to clients.

• You take ownership of your work and understand the importance of accuracy, follow-up, and proactive communication.

• You are solution-focused and can remain calm and professional while handling client queries, objections, or complex situations.

• You are eager to learn, open to feedback, and willing to understand loan-related processes in depth.

• You work well with others and believe in supporting the team, sharing knowledge, and contributing to collective success.

• You are comfortable working under pressure and can manage multiple tasks while maintaining a high level of service quality.

• If you prefer to only respond when asked or wait for instructions before taking action, this role may not be the right fit.

What We Are Looking For:

• Qualification: Bachelor’s degree required.

• Experience: Experience in customer service, client communication, administrative support, or a similar role would be preferred.

• Communication Skills: Strong written and verbal communication skills, with the ability to connect with clients professionally through phone calls and emails.

• Customer Focus: A genuine interest in helping clients, understanding their needs, and providing a positive customer experience.

• Attention to Detail: Ability to manage client information, loan details, emails, and follow-ups with accuracy and care.

• Problem-Solving Skills: Ability to identify issues, manage objections, escalate red flags when needed, and focus on practical solutions.

• Tech Readiness: Experience using Gmail and Google Workspace tools such as Google Drive, Docs, and Sheets.

•  Work Style: Able to work with minimum supervision, manage pressure, stay organised, and complete tasks within expected timelines.

• Mindset: A great attitude, strong desire to learn, accountability, dependability, and willingness to grow within a collaborative team.

Why Alaya?

At Alaya, our team is our most valuable asset. We are passionate about creating a work environment where care for one another, passion for excellence, and a sense of oneness drive everything we do. Here’s what you can expect:

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