Customer Manager

Company Description Mahindra Rural Housing Finance Limited (MRHFL), a subsidiary of Mahindra Finance and part of the Mahindra Group, is one of Indias leading housing finance companies with a strong focus on rural and affordable housing. Established in 2007 and registered with the National Housing Bank, MRHFL is expanding from rural and semi-urban markets into urban areas, including top metro cities. With 500+ branches across more than 15 states, the company offers tailored home loan solutions for property and plot purchase, construction, home improvement, extension, top-up loans, and balance transfer facilities. Guided by the Mahindra Groups Rise philosophy and the core value of Driving Positive Change, MRHFL supports Indias vision of Housing for All by partnering with customers throughout their homeownership journey.

Role Description This is a full-time, on-site Customer Manager role based in Surat. The Customer Manager will manage customer relationships throughout the loan lifecycle, including onboarding, documentation support, application follow-up, and post-disbursement service. The role involves addressing customer queries, resolving issues promptly, and ensuring a high level of customer satisfaction in line with MRHFLs service standards. The Customer Manager will monitor customer accounts, track repayments, and coordinate with internal teams such as credit, collections, and operations to ensure smooth processing. Daily responsibilities also include generating insights from customer interactions, supporting local branch business growth, and representing MRHFLs brand and values in the community.

Qualifications

• Strong Customer Service and Customer Satisfaction skills to manage queries, resolve concerns, and deliver a positive experience.
• Effective Communication skills, both verbal and written, to engage with customers, colleagues, and external partners.
• Account Management capabilities to oversee customer portfolios, track loan status, and support retention and cross-selling.
• Analytical Skills to review customer data, assess risk indicators, and support decision-making for loan and account activities.
• Relevant experience in housing finance, banking, or financial services customer-facing roles is preferred.
• Ability to work on-site in Surat, travel locally as needed, and collaborate with branch and regional teams.
• Proficiency in local language(s) and English, along with basic computer and MS Office skills.
• Bachelors degree in business, finance, commerce, or a related field, or equivalent practical experience in customer management.