Job Description

Main purpose of the job:The main purpose of the Senior Executive - Customer Service (Team Leader) in the Collections Department (Inbound Team) is to lead and support a team in achieving collection performance targets, while ensuring compliance, improving processes, and delivering excellent customer service.:

• To ensure staffs are adhere with the Company\'s internal policies and guidelines as well as BNM and regulatory requirements.
• Supervising day-to-day inbound collection team operations and handle escalation call from inbound officer.
• Responding to customer service issues in a timely manner.
• To monitor and manage team on daily basis.
• To conduct call quality monitoring, relief team member and handling incoming calls
• Maintaining accurate records and documenting all inbound team activities and discussion
• Assessing service statistic and preparing detailed reports based on findings.
• To remind customer regarding payment due date and another information to help customer make payment in a timely manner
• To drive for first call resolution for any customer grivance within specified time frame
• Proactively attending customer\'s need and queries, provide solution to their problems.
• To communicate with various department in order to maintain goodwill and resolve customers problem.
• To relief Unit Head on any operation support related matter to ensure operation running smoothly if require.
• To perform any ad-hoc task/matters assign by Management.

• A diploma or degree in business, finance, or a related field.
• At least 3-5 years of experience in customer service or collections, with some experience in a leadership or supervisory role.
• Proven track record in managing a team and achieving collections targets.
• Strong leadership and people management skills.
• Excellent communication and negotiation skills.
• Problem-solving and conflict resolution abilities.
• Ability to work under pressure and meet deadlines.
• Proficiency in using collections software, and MS Office tools.
• Knowledge of collections processes and relevant legal/compliance regulations.
• Strong attention to detail and organizational skills.
• Ability to handle escalations and customer disputes effectively.

AEON