
Customer Relations and Contract Compliance Officer
1 day ago
The Customer Relations and Contract Compliance Officer plays a dual role in ensuring superior client service throughout the customer journey and strict compliance in contract documentation. This role oversees a team of associates and is responsible for elevating the customer experience, standardizing client communications, ensuring the timely execution and notarization of contracts, and coordinating closely with internal teams to drive a seamless turnover and documentation process.
This position is essential to building trust with buyers and ensuring that Dolmar Land upholds its brand promise of quality service and professionalism.
Key Responsibilities:1. Customer Relations & Experience Management
- Supervise the Customer Relations Associates in handling client concerns, home turnovers, inquiries, and post-reservation experience.
- Ensure timely, empathetic, and consistent resolution of client concerns aligned with Dolmar Land's brand tone and service standards.
- Monitor client satisfaction metrics and lead the implementation of improvements based on feedback.
- Support in the turnover process by ensuring clients are well-guided, documents are complete, and the experience is efficient and welcoming.
- Coordinate with Sales, Engineering, and Accounts Management to ensure a smooth and complete client journey.
2. Contract Compliance & Documentation
- Oversee the preparation, review, and notarization of all contract documents (e.g., Contract to Sell, Deed of Absolute Sale).
- Ensure that all client-facing documents are complete, compliant, and aligned with regulatory and internal requirements.
- Monitor the timeline of contract signing, notarization, and client receipt to avoid delays in revenue recognition and home turnover.
- Supervise the proper safekeeping and digital archiving of executed contracts and related documentation.
- Support in the alignment of contract templates with legal, finance, and compliance teams.
3. Cross-Team Coordination and Reporting
- Work closely with the Manager for Client Financing and Collection and AVP of Finance to report on KPIs and process improvements.
- Provide weekly and monthly updates on contract status, customer concerns, and key service metrics.
- Contribute to internal projects aimed at improving service workflows, contract processing timelines, and documentation standards.
- Ensure business continuity by actively coordinating with the Shared Drive custodian and file management protocols.
- Recommend improvements in workflows, document management, and client servicing models.
Minimum Qualifications:
- Bachelor's Degree in Business Administration, Legal Management, Communications, or related fields.
- Minimum of 3-5 years experience in customer service, legal documentation, or client operations.
- At least 2-3 years in a supervisory or team lead capacity, preferably in a real estate or property development setting.
- Strong customer relations and communication skills (verbal and written).
- Organized, systematic, and able to lead a team in handling multiple documents, clients, and deadlines.
- Proficient in using Microsoft Office, digital file management systems, and customer tracking tools.
- Ability to work cross-functionally and handle pressure in a dynamic, client-facing role.
Job Types: Full-time, Permanent
Benefits:
- Company Christmas gift
- Company events
- Health insurance
- Opportunities for promotion
- Pay raise
Application Question(s):
- How many years of experience do you have in the Real Estate Industry?
- How many years of Customer Service do you have in the Real Estate Industry?
- What is your expected salary?
Work Location: In person
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