Collections & Billing Analyst

AIA; Kuala Lumpur; On-site; MYR 33,000 - 58,000; Full time

Job summary

AIA is hiring for a role focused on collecting outstanding payments and resolving billing issues in a collaborative call centre environment in Kuala Lumpur.

The position requires strong communication, integrity, and a customer-first mindset, with prior call centre or customer service experience preferred. Flexibility for overtime and a professional approach are valued as part of delivering excellent service to customers and partners.

Qualifications

• Education – Diploma, Degree holder in any discipline and/or non degree holders with strong related working experience.
• Experience – Relevant experience, preferably at least one year in Customer Service / Call Centre.
• Demonstrated experience in customer service.
• Passion for excellence with respect to treating and caring for customers.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Possess a strong work ethic and team player mentality.
• Ability to handle and manage customer complaints.
• Has a pleasant, patient and friendly attitude.
• Strong detail orientation and communication/listening skills.
• Willingness to work a flexible schedule and occasional overtime when needed.

Responsibilities

• Contact customers via phone to collect outstanding payments.
• Negotiate payment plans and terms with customers.
• Resolve billing issues and discrepancies.
• Maintain accurate records of customer interactions and transactions.
• Follow up on payment commitments and ensure timely resolution.
• Collaborate with internal departments to address customer concerns.
• Adhere to company policies and procedures regarding collections.
• Provide exceptional customer service and maintain a professional demeanor.
• Liaise effectively with other members of the Call Centre, other departments, and business partners to resolve inquiries and requests, where applicable.
• Coordinate closely with unit leaders and management in managing individual call time and volume (i.e., AUX, ACW) and act appropriately to achieve service targets.
• Participate in training to ensure continuous enhancement of skills and knowledge to deliver quality service.
• Perform other responsibilities and duties periodically assigned by the supervisor to meet operational and/or other requirements.

Skills

Customer service

Communication

Negotiation

Call centre experience

Education

Diploma or Degree

Job description

AIA is hiring for a role focused on collecting outstanding payments and resolving billing issues in a collaborative call centre environment in Kuala Lumpur.

The position requires strong communication, integrity, and a customer-first mindset, with prior call centre or customer service experience preferred. Flexibility for overtime and a professional approach are valued as part of delivering excellent service to customers and partners.