Sr. Executive - Inbound (Credit Management Group)

Aeon Credit Service; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading credit management company in Kuala Lumpur is looking for a proactive Senior Executive – Inbound to oversee daily operations of their Credit Management Group. This role demands strong leadership to ensure service excellence and regulatory compliance, while also enhancing customer satisfaction. Ideal candidates will have a Diploma or Degree in related fields and at least 3 years of experience in customer service or contact centres. This position offers opportunities to lead a dedicated team and drive performance.

Qualifications

• Minimum 3 years of experience in contact centre, customer service, or credit management environment.
• Prior experience in supervisory or team lead role is an advantage.
• Willing to work on shift basis if applicable.

Responsibilities

• Supervise daily inbound operations to ensure smooth functioning.
• Handle escalation calls and resolve complex customer issues.
• Conduct call quality monitoring and provide coaching to team members.
• Maintain accurate records and prepare operational reports.
• Support hiring and training of new inbound agents.

Skills

Customer service operations

Call centre KPIs

Problem-solving

People management

Communication skills

Interpersonal skills

MS Office proficiency

Education

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

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).