Senior Complaint Resolution Lead - Credit Management

AEON Credit Service (M) Bhd

Kuala Lumpur

On-site

MYR 60,000 - 90,000

Full time

2 days ago

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Job summary

AEON Credit Service (M) Berhad in Kuala Lumpur is seeking a Sr. Executive in Complaint Handling within the Credit Management Group.

You will lead resolution of customer and third-party complaints, and drive investigations to uncover root causes while ensuring fair outcomes. The role requires a Diploma or Degree in Business or Finance, at least 3 years in customer service or collections, and solid leadership, communication, and analytical skills to thrive in a fast-paced financial services

Qualifications

Diploma/Degree in Business, Finance, or related field.
Minimum 3 years’ experience in customer service, collections, or call centre operations (preferably in financial services).
Strong leadership and people management skills.
Excellent communication, problem-solving, and analytical abilities.
Able to handle escalation calls and work in a fast-paced environment.
Good knowledge of BNM guidelines and regulatory compliance is an advantage.

Responsibilities

Handle and resolve customer and third-party complaints within the stipulated timeline.
Conduct thorough investigations to identify root causes and ensure fair resolutions.
Maintain accurate records and ensure compliance with BNM and internal policies.
Collaborate with relevant departments to resolve customer issues effectively.
Monitor, follow up, and implement corrective and preventive actions.
Support the Unit Head or Section Head in daily operations and team objectives.