Sr. Executive - Complaint Handling (Credit Management Group)

AEON Credit Service (M) Bhd; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

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.

Skills

Leadership

People management

Communication

Problem solving

Analytical abilities

Escalation handling

Education

Diploma / Degree in Business or Finance

Job description

Sr. Executive - Complaint Handling (Credit Management Group)

We are looking for passionate, customer-focused individuals to join our growing Customer Support team (Credit Management Group)! Whether you're skilled in handling high-volume inbound calls or adept at managing complex customer complaints, we have the right opportunity for you.

Available Roles

Senior Executive Customer Support (Complaint Handling)

Key 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.

Job Requirement

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.

AEON Credit Service (M) Berhad is a leading consumer financing provider with business operations in Japan, Malaysia, Hong Kong, Thailand, Taiwan and China. We established a strong presence in Malaysia since 1996 with a wide range of consumer financial services. Our portfolio currently includes credit card, personal financing and easy payment scheme which help enrich the livelihood of many Malaysians.

We offer an exciting and dynamic workplace for all employees. As part of our expansion plan, we are on the lookout for talented individuals who strive for excellence. If you are visionary go-getter, come join us today. Together, we can shape a promising and satisfying career path.

AEON Credit Service (M) Berhad is a leading consumer financing provider with business operations in Japan, Malaysia, Hong Kong, Thailand, Taiwan and China. We established a strong presence in Malaysia since 1996 with a wide range of consumer financial services. Our portfolio currently includes credit card, personal financing and easy payment scheme which help enrich the livelihood of many Malaysians.

We offer an exciting and dynamic workplace for all employees. As part of our expansion plan, we are on the lookout for talented individuals who strive for excellence. If you are visionary go-getter, come join us today. Together, we can shape a promising and satisfying career path.