Customer Relationship Specialist

Merorojgari; Lalitpur District; On-site; INR 300,000 - 450,000; Full time

Benefits offered by this job

Growth opportunities

Inclusive culture

Meaningful work

Mon-Fri work week

Social Security Fund

Job summary

Alaya is seeking a Customer Relationship Specialist to maintain strong client relationships after home loan settlements. The role focuses on post-settlement support, proactive communication, issue resolution, and identifying opportunities for loan reviews and repeat business.

You will collaborate with clients, brokers, lenders, and internal teams to ensure ongoing, high‑quality support and timely responses to inquiries, while driving growth through referrals and product reviews.

Qualifications

• Bachelor’s degree required.
• Experience in customer service, client communication, administrative support, or a similar role would be preferred.
• Strong written and verbal communication skills, with the ability to connect with clients professionally through phone calls and emails.
• A genuine interest in helping clients, understanding their needs, and providing a positive customer experience.
• Ability to manage client information, loan details, emails, and follow-ups with accuracy and care.
• Experience using Gmail and Google Workspace tools such as Google Drive, Docs, and Sheets.

Responsibilities

• Client Relationship Management: build rapport with clients after loan settlement, regular touchpoints, and act as a trusted post-settlement contact.
• Post-Settlement Support: assist clients with loan queries, progress payments, fixed-rate expiry, loan feature changes, and other after-settlement concerns.
• Loan Review and Retention: monitor client loans, review and re-price loans on a semi-annual basis, negotiate interest rates with banks, and support client retention.

Skills

Customer service

Relationship building

Communication skills

Attention to detail

Problem-solving

Tech readiness (Gmail/Google Workspace

Education

Bachelor’s degree

Tools

Google Drive

Docs

Sheets

Job description

Posiiton: Customer Relationship Specialist
Location: Lalitpur

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, elevate 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:

• Growth Opportunities: We are committed to your personal and professional development.
• Inclusive Culture: Be part of a team where your ideas and contributions are valued, and where you can make a meaningful impact.
• Meaningful Work: Play an important role in supporting clients beyond loan settlement and helping them continue their financial journey with confidence.
• Oh also, did we mention, we only work 5 days a week? Mon-Fri.

Besides the list of benefits that the Labour Law mandates, we also offer:

• Social Security Fund (SSF)
• Exclusive leaves and bonuses
• Festival, profit, and book reading bonus
• Team building activities and social events
• Accident and medical insurance coverage
• International working environment exposure
• Continuous learning and development opportunities
• Customer Referral – Refer your friends and relatives in Australia to use our services and we’ll reward you!
• Work hours: 6:00 am to 2:00 pm, including a 1-hour lunch break.

Ready to Join Us?

If you’re passionate about client service, enjoy building long-term relationships, and are eager to grow with a company that values your contribution, we’d love to hear from you.

Disclaimer:

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