Customer Contact, Analyst (Collection) (1 Year Contract)

AIA; Kuala Lumpur; On-site; MYR 48,000 - 60,000; Full time

Job summary

A leading insurance company in Kuala Lumpur is seeking a Customer Contact Analyst to handle outbound calls for overdue premium payments. Candidates should have excellent communication and negotiation skills, with a focus on customer satisfaction. A minimum Diploma is required, and previous experience in collections or customer service is preferred. This position involves achieving monthly collection targets and offers a 1-year contract.

Qualifications

• Prior experience in collections, call center, or customer service is an advantage.
• Basic knowledge of insurance products and premium payment processes is preferred.

Responsibilities

• Make outbound calls to customers with overdue premium payments.
• Negotiate and secure payment commitments to prevent policy lapses.
• Achieve monthly collection targets and KPIs.

Skills

Strong communication skills

Negotiation skills

Problem-solving ability

Customer-focused

Education

Minimum Diploma or equivalent; Degree preferred

Job description

Customer Contact, Analyst (Collection) (1 Year Contract)

Make outbound calls to customers with overdue premium payments.

Negotiate and secure payment commitments to prevent policy lapses.

Engage and interact with customers and agents professionally.

Understand customer needs and offer appropriate solutions.

Educate customers on benefits of maintaining their policies.

Identify opportunities for cross-selling additional products or services.

Ensure compliance with company policies and regulatory guidelines.

Accurately record call outcomes and update systems promptly.

Achieve monthly collection targets and KPIs.

Contribute to team goals and continuous improvement initiatives.

Minimum Diploma or equivalent; Degree preferred.

Prior experience in collections, call center, or customer service is an advantage.

Strong communication and negotiation skills.

Customer‑focused with problem‑solving ability.

Ability to handle objections and work under pressure.

Basic knowledge of insurance products and premium payment processes (preferred).