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.
Job Description:
- 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.
Job Requirements:
- 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.
Perks & Benefits
- Nearby public transport
- Central location
- Casual dress code
- Medical insurance
- Personal leave
Job Location
Level 11, Sunway V2 Tower, No. 158, Jalan Peel, Sunway Velocity, 55100 Kuala Lumpur
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