Customer Fulfillment Executive

Mission Consultancy Services; Petaling Jaya; On-site; MYR 30,000 - 45,000; Full time

Job summary

Mission Consultancy Services is seeking a Customer Fulfillment Executive in Petaling Jaya, Malaysia. The role involves managing customer inquiries, scheduling appointments, and overseeing loan documentation to ensure a seamless experience. Candidates will need strong communication skills in Malay and English, with a minimum of three years of relevant customer service experience.

If you're passionate about customer service and thrive in a dynamic environment, this is your opportunity to make a difference.

Qualifications

• Minimum of three years of customer service experience in related fields.
• Strong interpersonal skills with the ability to maintain good customer relationships.
• Experience in a customer-facing operational role, preferably in financial institutions.

Responsibilities

• Manage customer inquiries regarding loan applications across various channels.
• Schedule appointments and ensure a smooth booking experience.
• Verify and prepare documents for loan applications and closings.
• Assist customers during the loan signing process and clarify terms.
• Evaluate authenticity of documents to prevent fraud.

Skills

Communication skills in Malay and English

Customer relationship management

Multitasking abilities

Problem-solving skills

Education

STPM, Diploma, or Degree in a relevant field

Tools

Zendesk

Salesforce

Job description

JOB SUMMARY

Our client is looking for a Customer Fulfillment Executive who is responsible for setting up appointments with customers to complete their loan documentation and disburse funds. They will also handle all customer inquiries during the application journey to ensure a positive customer experience. If you enjoy talking to people and are interested in delivering an amazing customer experience, this is the ideal position for you.

JOB DESCRIPTION

1. Customer Inquiry Management

• Handle inquiries from potential customers regarding loan applications through various communication channels.
• Provide accurate information on loan products, application requirements, and process timelines.
• Guide customers throughout the entire journey, from initial inquiry to loan closing.

2. Appointment Coordination & Customer Experience

• Contact customers to schedule appointments and manage the online booking calendar efficiently.
• Ensure appointments are properly arranged and communicated to all relevant parties.
• Maintain a positive and seamless booking experience for customers.

3. Loan Documentation & Processing

• Collect, verify, and prepare all required documents for loan applications and closing.
• Coordinate closely with Sales, Credit, and Operations teams to ensure smooth loan processing.
• Prepare loan agreements in the system and ensure readiness for customer execution.

4. Application Review & Error Resolution

• Review customer applications and supporting documents for completeness and accuracy.
• Identify errors, discrepancies, or missing information and take corrective action promptly.
• Ensure all documentation complies with internal policies and regulatory requirements.

5. Loan Closing Administration

• Prepare loan-related documents for stamping, notarisation, and customer copy mailing within regulatory guidelines.
• Ensure timely and accurate completion of post-approval documentation processes.
• Support customers during the loan signing process and clarify terms when necessary.

6. Fraud Prevention & Compliance Verification

• Evaluate documents during customer appointments to verify authenticity and accuracy.
• Identify potential fraudulent activities or discrepancies and escalate when required.
• Ensure compliance with company policies, regulatory standards, and risk management procedures.

7. Customer Support & Issue Resolution

• Provide assistance to both new and existing customers across multiple channels, including phone, email, and digital platforms.
• Resolve customer issues effectively and deliver first-contact resolution whenever possible.
• Maintain professionalism and empathy in handling customer concerns.

8. Lead Development & Verification

• Answer inbound calls from potential and existing customers.
• Conduct lead verification and qualification to support telesales conversion efforts.
• Generate and develop sales opportunities through proactive engagement.

9. Relationship Building & Customer Retention

• Build strong and meaningful customer relationships through a consultative and solution-based approach.
• Understand customer needs and provide suitable recommendations for current and future financial requirements.
• Negotiate positive outcomes that benefit both customers and the company.

10. Performance & Productivity Management

• Meet and exceed productivity targets, quality standards, and compliance requirements.
• Maintain high service levels while ensuring operational efficiency.
• Continuously improve customer satisfaction and service delivery performance.

11. System Navigation & Digital Support

• Utilize internal systems and applications effectively to manage customer accounts and loan processes.
• Assist customers in navigating online and mobile platforms for a better customer experience.
• Ensure accurate data entry and proper maintenance of customer records.

JOB REQUIREMENTS

• Prior experience in a similar customer-facing operational role within financial institutions is preferred, particularly in the banking, insurance, or hospitality industries.
• Strong communication skills, both written and spoken, in Malay and English are essential.
• Able to demonstrate personal excellence by remaining positive, professional, and composed in challenging situations.
• Passionate about delivering outstanding customer service and ensuring a positive experience in every customer interaction.
• Possesses the ability and resilience to thrive in a fast-paced, dynamic environment, while effectively multitasking across multiple systems and digital tools.
• Strong interpersonal, verbal, and written communication skills with the ability to build and maintain good customer relationships.
• Proficient in computer applications, with hands-on experience in CRM or customer support systems such as Zendesk and Salesforce, being an added advantage.
• Willing to commit to 45 working hours per week, including a half-day on Saturdays.
• Candidate must possess at least an STPM, Diploma, or Degree in any relevant field.
• A minimum of three (3) years of customer service experience in related fields is highly preferred.

GET IN TOUCH

Please apply online or send your CV to [e-mail]
For more details, feel free to reach out to us directly via WhatsApp: [phone]