Deskripsi Pekerjaan
Are you a detail-oriented professional passionate about customer satisfaction and process improvement? PT BANK NEO COMMERCE Tbk. is seeking a dedicated Collection Complaint Handling specialist to join our dynamic team in Jakarta Raya. In this critical role, you will serve as the bridge between our valued customers and our collections operations, ensuring that every concern is addressed with empathy and professionalism.
You will be responsible for managing, investigating, and resolving customer complaints related to collection activities with a focus on efficiency and service quality. Your work will directly impact customer retention and the optimization of our internal workflows. We are looking for someone who can analyze complex issues, monitor resolution progress, and provide actionable insights to enhance our service quality and operational excellence.
Join us to play a pivotal role in shaping a better customer experience within the digital banking sector.
Tanggung Jawab
- Receive and analyze incoming customer complaints regarding collection activities with a focus on empathy and accuracy.
- Conduct thorough investigations to understand the root cause of disputes and identify potential errors in the collection process.
- Monitor the status of complaint resolutions to ensure timely and satisfactory outcomes for all customers.
- Collaborate closely with the collections and credit teams to implement necessary process improvements and prevent recurring issues.
- Maintain accurate and up-to-date records of all customer interactions, complaints, and resolution statuses in the CRM system.
- Provide feedback to management regarding common customer pain points and suggest strategic changes to enhance service delivery.
- Adhere strictly to banking regulations and internal compliance standards when handling sensitive financial data.
Kualifikasi
- Bachelor’s degree in Finance, Banking, Business Administration, or a related field.
- Minimum of 1-2 years of experience in customer service, collections handling, or dispute resolution within the banking or financial services industry.
- Strong analytical skills with the ability to interpret data and identify trends in customer complaints.
- Excellent verbal and written communication skills in Indonesian and English (proficiency in English is a plus).
- Proven ability to remain calm under pressure and negotiate effectively to reach mutually beneficial resolutions.
- Familiarity with banking compliance regulations and internal audit requirements.
- Proficient in using Microsoft Office Suite and CRM software (e.g., Salesforce, Zendesk).