job description
Join RCBC Credit as a CRM Resolution Associate and play a pivotal role in enhancing customer satisfaction while managing collections for early and late-stage delinquent accounts. Based in the vibrant hub of Canggu, Bali, you will serve as the first point of contact for customer inquiries, complaints, and resolution requests via our CRM system.
This role is ideal for detail-oriented professionals with a passion for problem-solving and a commitment to delivering exceptional service. You will collaborate with cross-functional teams to ensure timely and effective resolutions, contributing to the company’s mission of financial inclusion and customer trust.
At RCBC Credit, we value integrity, innovation, and customer-centricity. As part of our team, you’ll enjoy a dynamic work environment, competitive compensation, and opportunities for career growth in the banking and financial services sector.
Responsibility
- Manage and resolve customer inquiries, complaints, and requests submitted via CRM for delinquent accounts (early and late-stage).
- Proactively engage with customers to negotiate payment plans, settlements, or alternative resolutions while adhering to company policies.
- Document all interactions, resolutions, and follow-up actions accurately in the CRM system to ensure compliance and audit readiness.
- Collaborate with the collections team to escalate complex cases and provide insights for process improvements.
- Monitor and track the status of delinquent accounts, ensuring timely follow-ups and adherence to service-level agreements (SLAs).
- Provide empathetic and professional communication to customers, maintaining a high standard of service excellence.
- Identify recurring issues or trends in customer complaints and recommend corrective actions to management.
- Stay updated on company products, policies, and regulatory requirements related to collections and customer service.
Qualifications
- Bachelor’s degree in Business Administration, Finance, Communications, or a related field.
- Minimum of 1-2 years of experience in customer service, collections, or CRM management, preferably in the banking or financial services industry.
- Strong written and verbal communication skills in English; proficiency in local languages is a plus.
- Proficient in using CRM software (e.g., Salesforce, Zoho, or proprietary systems) and Microsoft Office tools.
- Ability to handle high-pressure situations with a customer-first mindset and problem-solving approach.
- Detail-oriented with excellent organizational and time-management skills.
- Knowledge of debt collection regulations and ethical practices in the financial sector.
- Willingness to work in a hybrid or on-site setup in Canggu, Bali.