CRM & Collection Executive

Job Description – CRM & Collection ExecutivePosition OverviewWe are seeking a CRM & Collection Executive with strong experience in real estate CRM operations, customer collections, payment documentation and customer handover coordination. The candidate will be responsible for managing customer payment activities, maintaining accurate CRM records, coordinating with internal departments, and ensuring timely completion of customer-related processes.The ideal candidate should have hands-on experience with Salesforce or similar CRM systems, strong knowledge of payment schedules and customer accounts, and excellent communication and follow-up skills.Key Responsibilities1. Payment CollectionsFollow up with customers regarding overdue and outstanding payments based on collection reports.Conduct collection follow-ups through email, telephone, and WhatsApp.Maintain accurate collection trackers, payment status, remarks, and customer commitments.Communicate outstanding balances and payment requirements clearly to customers.Follow up on committed payment dates and ensure timely updates.Collect and maintain Proof of Payment (POP) documents for verification.Prepare and share collection updates and reports with management whenever required.2. Collections Email ManagementManage daily customer emails relating to payments, payment confirmations, complaints, and collection requests.Send overdue payment reminders with accurate payment details.Generate and share Statements of Account (SOA) with customers.Coordinate with Finance, Sales, Customer Care, and other departments for approvals and escalations.Ensure timely and professional responses to customer payment-related queries.3. Proforma Invoice ManagementGenerate Proforma Invoices based on customer and Sales Team requests.Verify payment schedules and customer account details before issuing invoices.Ensure accuracy of invoice amounts, payment milestones, and customer information.Share Proforma Invoices with customers and relevant internal stakeholders.4. Payment Receipts & Payment DocumentationMonitor customer payments and coordinate with Finance for payment confirmation.Generate Payment Receipts based on confirmed customer payments.Allocate payments accurately based on SOA review and customer confirmation.Submit Payment Receipts for approval and maintain complete payment records.Upload customer and agency POPs into the CRM/system.Prepare and manage Third-Party Payment Undertaking Letters wherever applicable.Follow up for signed undertaking letters and maintain proper documentation.Ensure all payment-related records are updated accurately in the system.5. DSR & Oqood ProcessingGenerate DSR upon SPA execution and completion of the required 24% payment milestone.Verify all required documents before preparing the DSR.Submit DSR documents to management for review and approval.Coordinate with Customer Care after approval.Maintain and regularly update the Oqood Tracker.Update Salesforce with relevant remarks, documents, and status.Upload approved Oqood certificates received from DLD into Salesforce.Monitor Oqood registration status until completion.6. Customer Handover CoordinationCoordinate customer handover documentation and readiness requirements.Communicate outstanding payment requirements and other handover prerequisites to customers.Follow up for DEWA registration, chiller registration, required documents and other handover requirements.Coordinate with Building Management for handover appointment scheduling.Prepare and issue Handover Notices.Monitor each customer until all handover requirements are completed.Ensure smooth coordination between customers, Finance, Customer Care, Building Management and other relevant departments.7. Mortgage CoordinationAssist customers with mortgage financing for ready properties.Coordinate with banks regarding required documentation and approvals.Liaise with Finance and internal departments regarding mortgage-related cheque processing.Follow up with customers and banks on pending requirements.Facilitate mortgage-related communication until completion of the handover process.8. Sales Team SupportAssist the Sales Team with customer SOA and payment-related clarifications.Generate Proforma Invoices and Payment Receipts as required.Resolve customer payment-related queries and coordinate with relevant departments.Support payment follow-ups for customers who have not yet achieved the required payment milestone.Provide CRM and backend support to ensure smooth customer transactions.Ensure customer records and payment information are accurately maintained.9. Salesforce / CRM Backend Coordination & Process ImprovementMaintain accurate and up-to-date customer, payment, collection and document records in Salesforce.Coordinate with the Salesforce backend team to resolve system issues and CRM-related problems.Report system bugs and monitor them until resolution.Support implementation and testing of new CRM automations and enhancements.Coordinate system updates, workflow changes, and process testing.Identify gaps in existing processes and recommend practical improvements.Support automation and process improvements to increase operational efficiency and data accuracy.Required Skills & Qualifications5-7 years of relevant UAE real estate experience, particularly in CRM, collections, customer service or post-sales operations.Bachelor's degree or relevant professional qualification preferred.UAE real estate experience is mandatory.Experience in CRM, Collections, Customer Relations or Real Estate Administration.Hands-on experience with Salesforce or a similar CRM system.Strong understanding of SPA payment schedules, SOA, payment milestones, collections and customer accounts.Good understanding of payment documentation, POP, Payment Receipts, Proforma Invoices and Third-Party Payment Undertakings.Good knowledge of MS Excel and reporting/trackers.Ability to coordinate effectively with Sales, Finance, Customer Care, Banks, Building Management, DLD and CRM/IT teams.