Sr. Executive - Inbound & Complaint Handling (Credit Management Group)

AEON Credit Service (M) Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading consumer financing provider in Malaysia is seeking a Sr. Executive for the Inbound & Complaint Handling team. The successful candidate will oversee the inbound team, manage customer issues, and ensure adherence to regulatory guidelines. Candidates should have a Diploma/Degree in Business or Finance and at least 3 years of relevant experience in customer service or call center operations. Join a dynamic workplace where you can develop your career.

Qualifications

• Minimum 3 years’ experience in customer service, collections, or call centre operations.
• Able to handle escalation calls and work in a fast-paced environment.
• Good knowledge of BNM guidelines and regulatory compliance is an advantage.

Responsibilities

• Supervise and motivate the Inbound team to achieve service and collection targets.
• Handle escalation calls and ensure prompt resolution of customer issues.
• Monitor call quality and team performance to drive continuous improvement.

Skills

Leadership

Communication

Problem-solving

Analytical abilities

Education

Diploma/Degree in Business or Finance

Job description

Sr. Executive - Inbound & 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.

Key Responsibilities

For Inbound:

Supervise and motivate the Inbound team to achieve service and collection targets.

Handle escalation calls and ensure prompt, professional resolution of customer issues.

Monitor call quality and team performance to drive continuous improvement.

Maintain accurate documentation and prepare performance reports.

Communicate effectively with internal departments to resolve customer concerns.

Support the Unit Head in daily operations, training, and administrative matters.

Ensure adherence to company policies, BNM, and regulatory guidelines.

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.

Unlock job insights

Salary match Number of applicants Skills match

Your application will include the following questions:

• What's your expected monthly basic salary?
• Do you have customer service experience?
• How much notice are you required to give your current employer?
• How many years' experience do you have as a Team Supervisor?
• Do you have credit collections experience?

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.