Senior Executive Inbound (Credit Management Group)

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

Job summary

A leading consumer finance provider in Kuala Lumpur is seeking a proactive Senior Executive for their Inbound team. The role involves leading daily operations, ensuring service excellence, and managing customer engagements to enhance satisfaction. Ideal candidates will have a diploma or degree in Business Administration or Finance, with at least 3 years of experience in customer service environments. Strong communication skills and knowledge of compliance will be essential for success in this role.

Benefits

Shift allowances

Training and development opportunities

Qualifications

• Minimum 3 years of experience in a contact centre or customer service environment.
• Prior experience in a supervisory or team lead role is a plus.
• Good understanding of compliance and regulatory requirements.

Responsibilities

• Lead and supervise the CMG Inbound team for smooth operations.
• Monitor performance and service quality on a daily basis.
• Handle escalation calls and resolve customer issues professionally.

Skills

Strong knowledge of customer service operations

Excellent communication skills

Strong problem-solving skills

People management skills

Education

Diploma / Degree in Business Administration, Finance, or related field

Tools

MS Office applications

Job description

Sr. Executive - Inbound (Credit Management Group)

We are looking for a proactive and customer‑focused Senior Executive – Inbound to lead and support our Credit Management Group (Inbound Team). This role is responsible for supervising daily inbound operations, ensuring service excellence, compliance with regulatory requirements, and driving effective customer engagement to support collection performance and customer satisfaction.

Key Responsibilities

Lead, supervise, and motivate the CMG Inbound team to ensure smooth daily operations.

Ensure strict adherence to internal policies, procedures, and regulatory requirements (including BNM guidelines).

Handle escalation calls and resolve complex customer service issues in a timely and professional manner.

Monitor team performance, service quality, and call handling on a daily basis.

Conduct call quality monitoring and provide coaching or relief support when required.

Maintain accurate records, reports, and documentation of inbound activities.

Analyse service statistics and prepare operational and performance reports.

Support First Call Resolution (FCR) initiatives and ensure customer grievances are resolved within the stipulated timeframe.

Remind customers of payment due dates and assist them in making timely payments.

Liaise with internal departments to resolve customer issues and maintain good working relationships.

Assist Unit Head and Management with administrative and operational matters.

Support hiring, onboarding, and training of new Inbound agents.

Act as relief support to Unit Head when required to ensure operational continuity.

Perform ad‑hoc duties as assigned by Management.

Requirements

Diploma / Degree in Business Administration, Finance, or a related field.

Minimum 3 years of experience in contact centre, customer service, or credit management environment.

Prior experience in supervisory or team lead role will be an added advantage.

Strong knowledge of customer service operations and call centre KPIs.

Good understanding of compliance, internal controls, and regulatory requirements (BNM knowledge is a plus).

Excellent communication and interpersonal skills.

Able to handle escalation cases and work under pressure.

Strong problem‑solving, reporting, and people management skills.

Proficient in MS Office applications.

Willing to work on shift basis (if applicable).

Company Information

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.