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Customer relationship manager skills for your resume and career

Updated January 8, 2025
3 min read
Quoted expert
Yeqiang Lin Ph.D.
Customer relationship manager example skills
Below we've compiled a list of the most critical customer relationship manager skills. We ranked the top skills for customer relationship managers based on the percentage of resumes they appeared on. For example, 23.6% of customer relationship manager resumes contained customer service as a skill. Continue reading to find out what skills a customer relationship manager needs to be successful in the workplace.

15 customer relationship manager skills for your resume and career

1. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how customer relationship managers use customer service:
  • Mentored select salespeople that showed promised for increased productivity if given a proper education on key areas of customer service.
  • Planned staff schedules to ensure adequate manpower coverage; appropriately delegated responsibilities and designed/implemented incentives to enhance customer service competencies.

2. Customer Relationships

Customer relationships are the interactions and efforts made by a company to improve its customer service. Customer relationships cover not just all of the essential roles performed by customer support, but also the initiatives made before and after the interaction with a customer.

Here's how customer relationship managers use customer relationships:
  • Develop customer relationship strategies, including growth and retention plans - Cultivate customer relationships throughout various departments, including Executive levels.
  • Develop strong customer relationships and manages assigned customers to result in high levels of customer satisfaction.

3. CRM

CRM stands for Customer relationship management and it is a complete process through which a business or organization monitors and administers its interactions with the customers. A process in which large amounts of data are collected through marketing via a company's website, polls, surveys, and other social media applications. The basic goal of CRM is to target the right audience for their product, and then fulfill their needs, to increase the sales and revenue of the company.

Here's how customer relationship managers use crm:
  • Supervised/trained office personnel in CRM; use of business intellectual capital, company protocol.
  • Monitored/evaluated staff attendance/performance via use of MS Project/Excel/Word and CRM tools.

4. Customer Satisfaction

Here's how customer relationship managers use customer satisfaction:
  • Increased monthly billing by expanding add-on services, effectively renewing contracts and striving to continually increase customer satisfaction / added value.
  • Reviewed and responded to complaints submitted by customers and Attorney General resulting in streamlined processing and increased customer satisfaction.

5. Lieu

Lieu is a word that means in place of, on behalf of, or instead of. That is something that substitutes or replaces another thing. It is used as a synonym for the word "in place of" in a sentence.

Here's how customer relationship managers use lieu:
  • Negotiate terms of liquidation workouts as well, such as Short Sales, Deed in Lieu's or Cash for Keys.
  • Monitored and postponed foreclosure sale dates when necessary, refer and assist with foreclosure, short sale and deed in lieu.

6. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how customer relationship managers use outbound calls:
  • Received inbound customer status request calls & completed outbound calls under strict monitoring requirements.
  • Home Servicing Specialist II: -Take inbound and outbound calls from customers interested in applying for a home loan assistance program.

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7. Inbound Calls

Here's how customer relationship managers use inbound calls:
  • Received inbound calls from customers regarding warranty and dealer information.
  • Established standard operating procedures for monitoring and streamlining inbound calls.

8. Federal Laws

The laws formed and upheld by the federal administrating body of a country are known as federal laws. A federal administrating body or government is formed by a political party after being elected by the general public.

Here's how customer relationship managers use federal laws:
  • Advised customers about organization products and services ensuring compliance with federal laws and company guidelines minimizing loan losses and legal concerns.
  • Managed the appropriate actions that ensured compliance with Freddie Mac, Fannie Mae, federal laws and guidelines for delinquent customers.

9. Loss Mitigation

Here's how customer relationship managers use loss mitigation:
  • Transitioned a group of Loss Mitigation outbound & inbound Call Specialists to Relationship Manager Specialist to Customer Assistant Specialists.
  • Communicated with borrowers regarding result of retention loss mitigation workout approval process, explored liquidation options as appropriate.

10. Customer Accounts

Here's how customer relationship managers use customer accounts:
  • Managed over 150 customer accounts, identify customer requirements, streamline order processing, ensured on-time delivery and improved customer experiences.
  • Managed customer accounts to facilitate reliability and repair of vehicles.

11. FHA

The Federal Housing Administration (FHA) stands for a government agency in the United States that offers housing insurance to FHA-approved lenders who follow certain conditions.

Here's how customer relationship managers use fha:
  • Adhere to regulations established by FHA and the bank to ensure a timely and effective decision is reached for the borrower.
  • Tracked homeowner's adherence to FHA HAMP forbearance plan and directly intervened when a homeowner was at risk of default.

12. Customer Inquiries

Here's how customer relationship managers use customer inquiries:
  • Respond to customer inquiries and concerns effectively and efficiently.
  • Responded to customer inquiries through written correspondence.

13. Customer Complaints

Here's how customer relationship managers use customer complaints:
  • Resolved diverse issues including customer complaints and escalated calls.
  • Handle and resolved high priority customer complaints and escalations originating in the Office of the Vice President.

14. NPV

Here's how customer relationship managers use npv:
  • Managed defaulted loans, Loan Modifications, Short Sale/DIL, 2nd Mortgage Modifications, NPV modeling, and document validation.
  • Determine borrower eligibility for assistance / repayment plans (monthly income / NPV calculations).

15. Professional Demeanor

Professional demeanor refers to one's outward behavior in a professional setting. Apart from uplifting your professionalism, it helps to limit inappropriate personal conversations and gossip that might be considered disrespectful..

Here's how customer relationship managers use professional demeanor:
  • Exercised sensitivity to the nature of a distressed customer's situation while maintaining a professional demeanor during each customer contact.
  • Maintain and use a professional demeanor to communicate difficult approval or decline information to customers.
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Yeqiang Lin Ph.D.Yeqiang Lin Ph.D. LinkedIn profile

Interim Department Head & Associate Professor, California Polytechnic State University-San Luis Obispo

In the next 3-5 years, skills in artificial intelligence, user experience design, and sustainable practice will become increasingly important in the experience industry. Proficiency in technology that enhances virtual and augmented realities will also be valuable, given the growing trend towards digital integration in creating immersive experiences.
Do you want to know more?
Read more about what experts have to say about customer relationship manager

List of customer relationship manager skills to add to your resume

Customer relationship manager skills

The most important skills for a customer relationship manager resume and required skills for a customer relationship manager to have include:

  • Customer Service
  • Customer Relationships
  • CRM
  • Customer Satisfaction
  • Lieu
  • Outbound Calls
  • Inbound Calls
  • Federal Laws
  • Loss Mitigation
  • Customer Accounts
  • FHA
  • Customer Inquiries
  • Customer Complaints
  • NPV
  • Professional Demeanor
  • Large Portfolio
  • Client Relationships
  • Customer Issues
  • Financial Analysis
  • SLA
  • Fannie MAE
  • Liquidation Options
  • Party Inquiries
  • Status Updates
  • SFO
  • Investor Guidelines
  • Lamp
  • DIL
  • AS400
  • Credit Reports
  • MHA
  • FNMA
  • Delinquent Accounts
  • Tax Returns
  • Freddie Mac
  • USDA
  • Financial Statements
  • HFI
  • HUD
  • Lead Management
  • Customer Situations
  • Workout Options
  • Call Monitoring
  • FHLMC
  • Delinquent Mortgage Loans
  • Loan Modifications
  • Imminent Default

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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