Rizal Satimin

• Monitored performance metrics closely and provided timely feedback to staff on areas requiring attention or improvement, promoting a culture of continuous learning and development.
• Ensured compliance with industry regulations by staying abreast of updates and making necessary adjustments within the organization''s systems accordingly.
• Reviewed customer feedback and identified opportunities for product improvement, leading to increased customer satisfaction.
• Assisted in the development of quality assurance policies, resulting in a more efficient and effective system.
• Identified root causes of recurring issues through detailed analysis, working closely with relevant teams to implement corrective actions swiftly.
• Investigated customer complaints and performed corrective actions to resolve quality issues.

• Maintained up-to-date knowledge of industry trends and best practices in order to drive innovation within the QA department.
• Implemented customer complaint system and root-cause problem solving, decreasing customer complaints.
• Evaluated audit findings to implement appropriate corrective actions.
• Validated quality processes by establishing product specifications and quality attributes and updating quality assurance procedures.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.

1. Monthly Deduction Monitoring
- Ensure monthly pension deductions (JPA & JHEV) are received and correctly applied to customer loan accounts.
- Investigate missed or partial deductions and coordinate rectification with relevant agencies.
- Prepare aging reports or monitor arrears accounts for further action.

2. Deceased Customer Handling (Insurance & Account Closure)
- Verify customer death via valid documentation (death certificate, police report).
- Check for insurance coverage under the personal loan policy.
- Coordinate with insurance providers to process claims for loan settlement.
- Update system records and assist in closing the deceased customer’s account upon claim completion.

3. Account Maintenance & Adjustments
- Perform adjustments such as overpayment refunds, manual loan settlements, or rescheduling requests.
- Process account amendments requested through customer service or compliance teams.

4. Internal Coordination
- Liaise with insurance partners, pension bodies (JPA, JHEV), and internal departments like collections, compliance, and legal.
- Support audit or regulatory queries with required documentation.

6. Customer Escalation Support
- Provide back-end support for escalated customer issues from front-liners or call centers, especially related to deductions, settlements, or insurance claims.