Customer Relationship Management Manager

Role Overview The Customer Relationship Manager is the human face of Lark’s platform — the person a client speaks to when they need help with a case, the voice that follows up on a drawdown request, the inside sales presence that converts an interested prospect into an active borrower, and the first line of support when something goes wrong. This is a multi-surface role. On any given day you may be processing a new LAS case in the morning, resolving a support ticket from a partner RM in the afternoon, following up with a warm lead who enquired about LAMF last week, and updating the case tracker before end of day.

The common thread across all of it is ownership — every customer and every case you touch should feel like it has a dedicated person looking after it. You sit in the Operator pod and work at the intersection of operations, customer experience, and sales. You are not a pure ops Manager who only processes files, not a pure support agent who only resolves tickets, and not a pure sales Manager who only chases leads.

You are all three — because at Lark’s stage, the customer journey from enquiry to case closure is owned by one person, and that person is you. What You Will Own 1. Case processing and lifecycle management Receive and log all incoming LAS and LAMF cases submitted through Lark’s platform or routed from partner RMs Verify every case for document completeness before it moves forward: KYC documents, portfolio valuation, demat account details, loan application, and lender-specific requirements Submit cases to lenders and confirm receipt with a reference number; maintain a live case tracker with current status, last-updated timestamp, and next action for every active case Track cases through every lifecycle stage: pledge initiation, pledge confirmation, sanction, drawdown, servicing, and closure Identify stuck or overdue cases immediately and escalate to the Case Ops Manager or Lender Coordination Manager with a structured escalation note — what was submitted, when, what the last response was, and what is needed to unblock Proactively update customers and partner RMs on their case status — they should never need to ask you where their case stands 2.

Customer relationship management Own the relationship with end customers from the moment a case is submitted to the moment it is closed — pledge confirmed, drawdown disbursed, or loan repaid and securities released Be the single point of contact a customer calls when they want to know what is happening with their loan. Your role is to give them a clear, accurate, and reassuring answer every time Build rapport with repeat customers and high-value clients — HNI borrowers who use Lark repeatedly for liquidity should feel a continuity of relationship, not a fresh interaction every time Handle difficult conversations calmly: a customer frustrated by a delay, a client who received a lower-than-expected sanction, or a borrower who does not understand why their pledge is still pending — you manage these with empathy, accuracy, and urgency Log every customer interaction in the CRM with enough detail that any team member can pick up the relationship if needed 3. Inside sales and enquiry conversion Handle warm leads and inbound enquiries routed from partner RMs or the digital marketing channel — customers who have expressed interest in LAMF or LAS but have not yet applied Conduct product explanation calls: explain what LAMF is, how LAS works, what securities are eligible, what the LTV and interest rate structure looks like, how the drawdown process works, and what the repayment options are — in plain language, without jargon Qualify the enquiry: understand the customer’s portfolio, the loan amount they need, the purpose of the liquidity, and the urgency — so you can recommend the right product and lender combination Guide the customer through the application process step by step, reducing friction at every point that might cause them to drop off Follow up consistently on unconverted leads — a customer who said “I’ll think about it” gets a follow-up call in two days with a specific reason to move forward Track your own enquiry-to-application conversion rate and identify what objections or friction points are causing drop-off so the product and operations team can address them 4.

Support ticket management Own the support inbox: receive, triage, prioritise, and resolve support tickets from customers, partner RMs, and wealth firm operations teams Categorise every ticket on receipt: case processing issue, product query, document request, payment concern, technical issue, or complaint — and route it to the right internal owner if it cannot be resolved at your level Resolve all tickets within defined SLAs and confirm resolution with the ticket originator before closing the ticket Escalate immediately any ticket that involves a compliance concern, a significant financial discrepancy, a lender-side error, or a customer who is expressing serious dissatisfaction — to the Head of Operations and the relevant Lender Coordination Manager or Case Ops Manager Maintain a ticket log with open status, priority, assigned owner, and resolution notes for every active ticket — no ticket should ever be lost or go stale Identify recurring ticket patterns and report them monthly: if ten customers in a month are raising the same confusion about the pledge process, that is a product communication problem that needs fixing upstream 5. Drawdown and servicing request handling Process drawdown requests from active borrowers: verify the request against the sanctioned limit, confirm bank account details, and submit to the Case Ops Manager for lender coordination Handle top-up requests, partial repayment processing, and interest payment queries — explaining the position clearly to the customer and coordinating internally for execution Initiate pledge release coordination upon full repayment: confirm with the customer that repayment has been received, coordinate with the Case Ops Manager for pledge release, and confirm the release to the customer with a timeline For HNI clients with large loan positions, provide white-glove drawdown and servicing support — proactive updates, faster response, and direct access to a named person at Lark 6. Voice of the customer and product feedback You speak to more customers directly than anyone else at Lark.

The feedback you hear — the questions that come up repeatedly, the friction points in the process, the features customers ask for, the comparisons they make with other products — is valuable product intelligence Compile and share a monthly voice of customer report with the Head of Operations and Product Manager: what customers are asking, what is confusing them, what they are unhappy about, and what they love Flag any customer feedback that suggests a process improvement, a communication gap, or a product feature that would meaningfully improve the borrower experience What You Need Must-have 2-5 years of experience in a customer-facing role in financial services, fintech, banking, or a lending company — customer service, relationship management, inside sales, or loan processing Excellent verbal communication in Hindi and English — you spend a significant part of your day on calls with customers, and your voice, tone, and clarity are a direct representation of Lark’s brand Strong written communication — WhatsApp messages, email responses, and ticket resolution notes that are clear, professional, and free of ambiguity Natural empathy and patience — customers dealing with financial products are often anxious, uncertain, or frustrated. Your ability to make them feel heard and confident is as important as your ability to process their case correctly High ownership and follow-through — you pick up a task and you close it. You do not let a customer query go unanswered or a follow-up call go unmade Organised and process-disciplined — you maintain clean records, follow up on schedule, and update the tracker in real time Good to have Prior experience in a lending, NBFC, or wealth management company in a client-facing or loan processing role Familiarity with LAS, LAMF, mutual funds, or equity markets — enough to have a confident product conversation with an investor without needing to read from a script Experience with inside sales or lead conversion in a financial product context — you have converted a warm enquiry into an application and you understand the psychology of a customer who is interested but hesitant Working knowledge of CRM tools (Zoho, HubSpot, or similar) for contact management, ticket tracking, and interaction logging Familiarity with ticketing or helpdesk platforms (Zoho Helpdesk)