About the job Member Experience and Collections Executive The Member Experience and Collections Executive is key to delivering exceptional member support through phone, email, and digital channels while efficiently managing collections for outstanding accounts. This role requires excellent communication, problem-solving, and negotiation skills to enhance the member experience and meet collection targets. The Executive will also maintain accurate member records, address inquiries, and support the Member Experience team.
This position offers growth opportunities within the Member Experience team, with potential for expanded responsibilities in collections strategy and team leadership.
Why Choose Us We're the most established fitness brand in Malaysia and part of the Evolution Wellness group, operating 5 fitness brands with a total of 37 clubs across the country. We're all about continuous training and development for our crew. We believe in learning and growing every day, loving what we do, and pushing ourselves to get better. We value attitude, ethics, and a willingness to learn more than just qualifications.
What You'll Do: Member Support: Respond promptly to member inquiries via phone, email, and chat.Resolve issues effectively for a positive experience.Maintain accurate records of interactions.Collections Management: Process Single Payment Requests (SPR) for "Active" and "OK" accounts.Encourage use of the Self-Service Portal for payments.Monitor and follow up on overdue accounts.Negotiate payment arrangements per company policy.Reporting and Analysis: Prepare reports on collections and member interactions.Analyze trends to recommend improvements.Member Interaction: Engage with members on chat, social media, and email, providing timely information.Maintain a friendly and professional demeanor.Issue Resolution: Troubleshoot and escalate member issues as needed.Follow up to ensure concerns are resolved satisfactorily.Negotiate payment disputes while balancing satisfaction with policy compliance.Product Knowledge: Stay updated on products and educate members on features and benefits.Documentation: Keep detailed records of interactions, inquiries, and resolutions.Track communications and reach out for billing updates.Team Collaboration: Collaborate with club teams to enhance member experience.Share feedback with departments to drive improvements.Compliance: Ensure all interactions comply with relevant laws and regulations.Technology & CRM Management: Utilize CRM systems to monitor accounts and track payments.Provide insights for process improvements.Training & Development: Assist in training new staff on member service and collections management. Why You? We're looking for someone with the following:
Proven track record in member support or collections, with strong customer service skills.Excellent verbal and written communication abilities, capable of engaging with members effectively.Strong analytical and negotiation skills to address member issues and payment disputes.Meticulous in maintaining accurate records and managing member interactions.Collaborative attitude with the ability to work well with various departments.Ability to handle a fast-paced environment while maintaining professionalism and member satisfaction. Why You'll Love Working with Us: Exclusive Perks: Enjoy access to an exclusive Tri-brand Gym Membership ??????, discounted Personal Training sessions, a staff family plan, and comprehensive health and medical coverage.Time to Recharge: Take advantage of our generous annual leave and special Birthday leave ??.Training and Development: Benefit from comprehensive training programs designed to help you grow in your role. Ready to Join Us? If you're passionate about enhancing member experiences, skilled in collections management, and eager to make a significant impact, we want to hear from you! Apply now and help us create exceptional experiences for our members! ??