Customer Contact, Analyst

AIA Malaysia; Kuala Lumpur; On-site; MYR 36,000 - 58,000; Full time

Job summary

AIA Malaysia is seeking a customer-oriented Collections Officer to contact customers, collect outstanding payments, and resolve billing issues. The role requires clear communication, discretion with sensitive information, and a commitment to accuracy and service excellence.

You will negotiate payment plans, maintain detailed records, and collaborate with internal teams to meet service targets. A Diploma or Degree and experience in customer service are preferred, with flexible scheduling and

Qualifications

• Diploma or degree holder in any discipline or non-degree holders with strong related working experience.

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 with colleagues and management to resolve inquiries and requests.
• Coordinate with unit leaders to manage call time and volume to meet service targets.
• Participate in training to enhance skills and knowledge.

Skills

Customer service

Communication

Discretion

Teamwork

Attention to detail

Education

Diploma or Degree

Job description

Start building a career with purpose.

At AIA, your perspective, curiosity and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will learn through meaningful work, collaborate with experienced colleagues and build practical skills as you turn fresh ideas into positive outcomes and a more sustainable future for our customers and communities.

Join us to explore new possibilities, grow through real experiences and start making an impact across Asia.

About The Role

This role will be responsible for contacting customers to collect outstanding payments, resolving billing issues, and negotiating payment plans. This role requires excellent communication skills, a strong understanding of financial processes, and the ability to handle sensitive information with discretion.

Start building a career with purpose.

At AIA, your perspective, curiosity and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will learn through meaningful work, collaborate with experienced colleagues and build practical skills as you turn fresh ideas into positive outcomes and a more sustainable future for our customers and communities.

Join us to explore new possibilities, grow through real experiences and start making an impact across Asia.

About The Role

This role will be responsible for contacting customers to collect outstanding payments, resolving billing issues, and negotiating payment plans. This role requires excellent communication skills, a strong understanding of financial processes, and the ability to handle sensitive information with discretion.

Key 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.

Minimum Job Requirements

• 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.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.