Relationship Manager, Advance Collection

Advance Payment & Strategic Finance Specialist

Role Purpose

To drive advance payment collections and strategic recoveries across residential real estate portfolios by combining negotiation skills, financial analysis, CRM discipline, and customer experience excellence. The role focuses on protecting cash flow, reducing overdue risk, and maintaining long-term customer relationships, while working closely with Sales, Finance, Legal, and Operations.

Key Responsibilities

Advance Payment & Collections

• Manage advance, on-due, and overdue payment portfolios for residential real estate customers.
• Proactively engage customers to secure advance milestone payments, structured repayment plans, and timely settlements.
• Handle high-value and sensitive cases through consultative negotiation rather than aggressive recovery.
• Track payment commitments, follow-ups, and outcomes through CRM systems.

Negotiation & Customer Engagement

• Conduct commercial negotiations with customers on payment timelines, restructuring, and settlement options.
• Balance firm financial control with customer-centric communication, ensuring brand protection.
• Manage escalated or at-risk customers, preventing progression to legal or forfeiture stages where possible

Financial Analysis & Portfolio Management

• Analyse customer payment behaviour, aging buckets, and risk indicators.
• Manage assigned payment portfolios with clear targets, recovery ratios, and risk mitigation plans.
• Support forecasting and reporting on advance collections, overdue exposure, and recovery performance.
• Work closely with Finance on reconciliation, SOA reviews, and payment tracking accuracy.

CRM, Reporting & Controls

• Maintain accurate case logs, payment trackers, and customer communication history within CRM (Salesforce or equivalent).
• Generate daily / weekly / monthly reports on:
• Advance collections achieved
• Overdue reduction
• Customer commitments vs actuals
• Identify process gaps and support CRM and workflow improvements in collaboration with IT and Analytics teams.

Cross-Functional Collaboration

• Coordinate with Sales on customer incentives and payment-linked offers.
• Liaise with Finance, Legal, DLD / Registration teams, and external stakeholders where required.
• Support management with insights for strategic decision-making on collections and customer segmentation

Required Experience & Background

Must-Have

• 3–8+ years experience in one or more of the following:
• Real estate collections / advance payments
• Developer-side finance or revenue assurance
• Banking / financial services collections
• Relationship management with financial accountability
• Hands-on experience managing customer payment conversations (not only admin or CRM support).
• Strong exposure to real estate payment milestones, escrow concepts, or unit registration processes.
• Proven ability to negotiate payment outcomes and handle customer resistance professionally.