CUSTOMER SERVICE

Job Responsibilities

• Manage a portfolio of Non Performing Loan accounts and assist customers with account-related enquiries and service matters.
• Contact customers via calls, emails, letters, and other communication channels to follow up on payments and account matters.
• Understand customers’ financial situations and provide suitable assistance or repayment solutions where applicable.
• Monitor overdue accounts and ensure timely and effective follow-up with customers.
• Maintain accurate records of customer interactions, follow-ups, and account status in the system.
• Prepare regular reports on customer service and account follow-up activities.
• Ensure all customer interactions and service activities comply with company policies and regulatory requirements.
• Liaise with internal teams and external parties to resolve customer enquiries, disputes, escalations, and recovery matters.
• Handle customer inquiries and complaints professionally while maintaining a firm and customer-focused approach.
• Perform any other duties as assigned by management.

Job Requirements

• Diploma or Degree in Finance, Business Administration, Accounting, or related field.
• Minimum 1–3 years of experience in customer service, collections, debt recovery, credit control, or related fields (NPL experience is an added advantage).
• Strong negotiation, communication, and interpersonal skills.
• Ability to handle difficult conversations and manage challenging customers professionally.
• Result-oriented with strong follow-up and problem-solving skills.
• Good analytical skills to understand customers’ situations and repayment capabilities.
• Familiarity with relevant laws and regulations related to customer service and debt collection is an advantage.
• Proficient in Microsoft Office applications (Excel, Word, etc.).
• Ability to work independently and as part of a team in a fast-paced environment.
• High level of integrity, discipline, patience, and confidentiality.
• Willing to travel for field visits if required.

Pay: RM3,000.00 - RM5,000.00 per month

Benefits:

• Dental insurance
• Maternity leave
• Opportunities for promotion
• Professional development
• Vision insurance

Work Location: In person