Customer Contact, Analyst

AIA Bhd.; 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

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.

Better starts with people who reimagine what is possible and turn ideas into meaningful action. At AIA, you will contribute in your own way, help shape outcomes that matter and collaborate with colleagues across disciplines, teams, markets and levels. We will support you to broaden your perspective, strengthen your capabilities and grow your impact. Together, we challenge assumptions, learn from one another and find better ways forward. Bring your ambition, experience and ideas to AIA, and help shape what better looks like.

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.