job description
Join RCBC Credit as a Senior Associate in CRM Resolution and play a pivotal role in enhancing customer satisfaction by addressing cardholder inquiries and resolving collection-related concerns. This position is ideal for a detail-oriented professional with a passion for delivering exceptional service in the financial sector.
Based in the vibrant and dynamic environment of Bali, Indonesia, you will be the primary point of contact for cardholders, ensuring their concerns are handled with efficiency, empathy, and compliance with company policies. Your expertise will contribute to strengthening customer relationships and improving retention rates.
RCBC Credit is committed to fostering a supportive and growth-oriented workplace, offering competitive compensation, career development opportunities, and the chance to work in one of Southeast Asia’s most sought-after locations.
Responsibility
- Serve as the primary contact for cardholders, addressing collection inquiries, disputes, and requests with professionalism and urgency.
- Investigate and resolve customer complaints or issues related to billing, payments, or account statuses in a timely manner.
- Collaborate with internal teams (e.g., Collections, Customer Service, Fraud) to ensure seamless resolution of complex cases.
- Maintain accurate and up-to-date records of all customer interactions, resolutions, and follow-ups in the CRM system.
- Provide clear, empathetic, and compliant communication to cardholders via phone, email, or chat, adhering to company and regulatory guidelines.
- Identify recurring issues or trends in customer inquiries and propose process improvements to enhance service efficiency.
- Educate cardholders on payment options, account management, and financial best practices to reduce delinquency risks.
- Meet or exceed performance metrics, including resolution time, customer satisfaction scores, and adherence to SLAs.
Qualifications
- Bachelor’s degree in Business Administration, Finance, Marketing, or a related field.
- Minimum of 3 years of experience in customer service, collections, or CRM within the banking/financial services industry.
- Strong knowledge of credit card operations, billing cycles, and collection processes.
- Excellent verbal and written communication skills in English; proficiency in local languages is a plus.
- Proven ability to handle high-pressure situations, resolve conflicts, and maintain composure.
- Familiarity with CRM software (e.g., Salesforce, Zoho) and Microsoft Office Suite.
- Analytical mindset with the ability to interpret data and generate actionable insights.
- Commitment to ethical standards and compliance with financial regulations (e.g., PDPA, BSP guidelines).