CUSTOMER RELATIONSHIP MANAGEMENT ASSOCIATE

Fair Finance; West Bengal; On-site; INR 600,000 - 900,000; Full time

Job summary

FairFinance seeks an experienced CRM Executive in Kolkata to manage leads, nurture relationships and support conversions in Loans & Credits. You will handle customer interactions across calls, messaging and email, maintaining clean CRM records and timely follow‑ups.

The role emphasizes customer success, transparency and consistent engagement through the full lifecycle, with office-based work and long‑term career potential in CRM and financial services.

Qualifications

• Bachelor's degree in any discipline and 2–4 years CRM experience.
• Experience handling customers via calls and digital channels.
• Strong written and verbal communication skills.
• Proficient in maintaining accurate CRM records and pipeline data.

Responsibilities

• Manage assigned leads and prospective customers daily.
• Conduct structured follow-ups via calls, WhatsApp, email and other channels.
• Maintain accurate records of customer interactions and follow-ups.
• Coordinate with Loans & Credits team and other departments.
• Build professional, long‑term relationships and advise suitable solutions.

Skills

CRM

Lead nurturing

Customer communication

Pipeline management

Customer success

Education

Bachelor's degree

Tools

HubSpot CRM

Job description

Industry: BFSI / Financial Services / Loans & Credit

About FairFinance

FairFinance operates in the financial services sector across Loans & Credit, Insurance, Wealth Management and Financial Consulting.

We are looking for an experienced and responsible CRM Executive to join our Loans & Credits team at our Kolkata office.

This is a customer-facing role focused on customer relationship management, lead nurturing, structured follow-ups, CRM management and conversion support.

We are looking for professionals who are serious about building a long-term career in CRM, customer success and financial services.

Please read the complete job description carefully before applying. This is a full-time Work From Office position based in Kolkata.

Key Responsibilities

• Manage assigned leads and prospective customers on a daily basis.
• Understand customer requirements, financial needs and service expectations.
• Maintain professional communication throughout the customer journey.
• Ensure relevant leads are properly followed up and not left unattended.

Lead Nurturing & Follow-ups

• Conduct structured follow-ups through calls, WhatsApp, email and other approved communication channels.
• Maintain consistent communication with prospects throughout the sales/customer lifecycle.
• Identify pending, inactive and follow-up leads and take appropriate action.
• Maintain accurate records of customer interactions and follow-up activities.
• Handle customer queries professionally and patiently.
• Understand customer requirements before suggesting relevant solutions.
• Clearly explain applicable financial products, processes and documentation requirements.
• Communicate realistic timelines and expectations without making false or unauthorized commitments.
• Maintain transparency and professionalism in every customer interaction.

CRM Management

• Maintain accurate customer and lead information in the CRM.
• Update lead stages, follow-up dates, customer conversations and relevant remarks.
• Monitor the assigned pipeline and ensure timely follow-ups.
• Use HubSpot CRM or similar CRM platforms for day-to-day lead management.

Internal Coordination

• Coordinate with the Loans & Credits team and other relevant departments.
• Track pending customer requirements and provide timely updates.
• Ensure information communicated to customers is accurate and aligned with internal processes.

Relationship Development

• Build professional and long-term relationships with prospects and customers.
• Understand customer requirements and identify appropriate FairFinance solutions.
• Where the original requirement cannot be fulfilled, explore whether another suitable company offering may be relevant.
• Focus on customer suitability, transparency and long-term relationship building.

Products You May Handle

• Personal Loans
• Business Loans
• Home Loans
• Loan Against Property
• Working Capital Loans
• Startup Financing
• Other applicable financial solutions offered by FairFinance

Requirements

Mandatory

• Bachelor's degree in any discipline.
• 2–4 years of relevant professional experience in CRM, customer relationship management, client servicing, sales support, customer success or a similar role.
• Experience handling customers through calls and digital communication.
• Experience managing leads and conducting regular follow-ups.
• Working knowledge of CRM software.
• Strong verbal and written communication skills.
• Good customer-handling and relationship-management abilities.
• Ability to maintain accurate customer and pipeline records.
• Ability to work independently while maintaining professional discipline.
• Currently based in Kolkata or willing to work from the Kolkata office.

Preferred

Experience in any of the following will be an advantage:

• BFSI
• Banking
• Loans & Credit
• FinTech
• Insurance
• NBFC/MFI
• Loan Advisory
• HubSpot CRM experience will be strongly preferred.

Who We're Looking For

• Takes ownership of assigned leads and customers.
• Communicates confidently and professionally.
• Understands lead nurturing and customer lifecycle management.
• Is disciplined about CRM updates and documentation.
• Can handle customer questions and objections calmly.
• Understands the importance of trust and transparency in financial services.
• Is comfortable working from office in Kolkata.
• Is looking for a stable, long-term full-time opportunity.

This Role May Not Be Suitable If You

• Are looking only for a remote/WFH opportunity.
• Are looking for a short-term job.
• Are uncomfortable with regular customer interaction and follow-ups.
• Do not have relevant professional experience.
• Are uncomfortable working with CRM systems.
• Are not willing to work from the Kolkata office.
• Prefer a role with minimal customer interaction.
• Are not comfortable with performance-based responsibilities and measurable outcomes.

Performance Areas

• Lead nurturing and follow-up consistency
• Response time
• Prospect-to-client conversion
• Follow-up completion
• Quality of customer communication
• Internal coordination

Training & Onboarding

Selected candidates will undergo a structured onboarding and performance-preparation process covering:

• FairFinance products and services
• Loans & Credits workflow
• Customer communication standards
• Lead nurturing and follow-up methodology
• Internal processes
• Performance expectations

High-performing employees may have opportunities to progress into:

Industry: BFSI / Financial Services / Loans & Credit

Candidates looking for a long-term opportunity in CRM and financial services are encouraged to apply.