Call Center Unit Manager
Position Circumstances
- Career Category: Exec. / Management, Sales / Marketing, Business Administration
- Schedule:Full-time
- Salary: Negotiable
Location: Head Office
Duties & Responsibilities:
- Develop and manage the call center, and complaint resolution policy, procedure, and manuals;
- Assist to identify trends and establish the call center goals.
- Conduct the training, coaching, and leading call center officer as they provide supports for customers.
- Ensure the call center team is achieving desired service levels and taking corrective actions as needed.
- Prepare reports and analyze the call center data to improve processes, ensure resources are properly allocated, and maximized efficiency and customer satisfaction.
- Keep tracking inquiry and complaint report accurately.
- Follow up with concerned departments and/or branches to make sure all complaints are well resolved on time.
- Conduct the cross-selling products/services followed by requests from the business department.
- Measure the satisfaction levels of customers on the customer service provided through the telephone.
- Closely work with relevant departments/branches to resolve the disputed cases via all the channels such as LOLC Mobile, iCard, Fund Transfer, and Mobile Payments.
- Keep tracking daily, weekly monthly and yearly complaint reports with a review from Head of Marketing to improve service level.
- Perform other tasks assigned by management.
Expected Profile of Candidates
Languages:
- Khmer - Fluent
- English - Fluent
Qualifications:
- Bachelor's Degree in marketing, business communication, public relation, English literacy, or equivalent.
Work History:
- At least experiences in customer services and help desk capacity for 2 years is required
Skills & Knowledge:
General & Technical Skills
- Experience or knowledge of microfinance and the banking industry is preferable.
- Very good business communication skills in both Khmer and English.
- Good understanding in computer skills.
Soft Skills
- Self-motivated person with excellent interpersonal and selling skills.
- Good relationship with the public and ability to work under pressure.
- Good at problem-solving and complaint management skills.
- Honest and excellent character with high commitment.
Senior Officer-IT Security & Fraud Monitoring
Position Circumstances
- Career Category: Computer - General, Computer - Networking, Computer - Programming
- Schedule:Full-time
- Salary: Negotiable
Location: Head Office
Why Join LOLC Cambodia
- Be part of a global financial group with exposure to both local and international best practices.
- Opportunity to participate in foreign and local training programs to enhance your technical and professional growth.
- Competitive salary, strong career development potential, and a dynamic work environment.
Duties & Responsibilities:
- Monitor transactions, digital activities, and system logs to detect potential fraud or unusual behavior.
- Investigate suspicious alerts, coordinate with relevant teams, and ensure timely incident reporting.
- Support the configuration and tuning of monitoring tools, alerts, and dashboards for early risk detection.
- Conduct analysis on fraud patterns, identify vulnerabilities, and propose preventive measures.
- Assist in system and application access control reviews to ensure proper segregation of duties.
- Collaborate with compliance and risk management teams to meet AML/CFT and IT security requirements.
- Participate in testing, reviewing, and enhancing controls on new systems and digital platforms.
- Support awareness initiatives to strengthen fraud prevention and security compliance culture across the organization.
- Prepare periodic management and regulatory reports related to system or fraud monitoring activities.
Benefits:
- Be part of a global financial group with exposure to both local and international best practices.
- Opportunity to participate in foreign and local training programs to enhance your technical and professional growth.
- Competitive salary, strong career development potential, and a dynamic work environment.
Expected Profile of Candidates
Languages:
- Khmer - Fluent
Skills & Knowledge:
General & Technical Skills
- Experience in community training or adult education, preferably in financial literacy or related fields.
- Strong interpersonal and communication skills; ability to work with people from diverse cultural backgrounds.
- Fluency in Khmer; knowledge of indigenous languages in Ratanakiri is a strong advantage.
- Understanding of rural community dynamics and sensitivity to local contexts.
- Willingness to travel extensively within Ratanakiri province and work in remote areas.
- Good reporting and documentation skills.
Soft Skills
- Highly observant, analytical, and proactive in identifying irregularities.
- Team player with integrity and accountability.
- Eager to learn and adopt new technologies in fraud detection and IT security.
Performance Management Specialist
Position Circumstances
- Career Category: Exec. / Management, Business Administration, HR
- Schedule:Full-time
- Salary: Negotiable
Location: Head Office
Duties & Responsibilities:
- Review internal audit findings in branches and head office’s departments and discuss to take the disciplinary actions.
- Recommends promotion, demotion, suspension, dismissal, and/or transfer of staff directly supervised.
- Gather and analyze HR data: Collect and interpret HR data from various sources, including employee records, surveys, performance evaluations
- Create HR reports: Develop and maintain HR reports, dashboards, and presentations to provide accurate and timely information to HR stakeholders and senior management.
- Support HR projects and initiatives: Collaborate with HR team members to design, implement, and evaluate HR programs, policies, and strategies.
- Provide data-driven insights and recommendations to enhance HR processes, employee engagement, and organizational effectiveness.
- ssist with workforce planning: Support HR managers in analyzing staffing needs, forecasting future workforce requirements, and identifying skills gaps. Provide insights to optimize workforce planning and talent acquisition strategies.
- Perform other tasks which assigned by HHRD.
Expected Profile of Candidates
Qualifications:
- Bachelor's Degree in Human Resources, Business Administration, Statistics, or a related field.
- Master's Degree is preferred
Skills & Knowledge:
General & Technical Skills
- Proven work experience as an HR Analyst or similar role, with a minimum of 3 years of experience in HR analytics, reporting, or data analysis.
- In-depth knowledge of HR practices, regulations, and compliance requirements.
- Proficiency in using HRIS systems and advanced knowledge of MS Excel and PowerPoint.
Soft Skills
- Excellent problem-solving and critical-thinking abilities.
- Exceptional attention to detail and organizational skills.
- Strong interpersonal and communication skills.
- Objectivity, sound judgment and problem-solving skills.
- Strong planning and organizing skills.
Senior Customer Service Standard Officer
Position Circumstances
- Career Category: Customer Service/Support, Exec. / Management, Business Administration
- Schedule:Full-time
- Salary: Negotiable
Location: Head Office
Duties & Responsibilities:
- Assist to develop policy/procedure/guideline of Customer Service Standard.
- Provide training “Customer Service Standard” to newly recruited staff and provide refresher training to existing staff.
- Develop a checklist and questionnaire for customer service evaluation at branch level.
- Regularly conduct branch visits to evaluate customer service implementation, collect customer experience, provide coaching and recommendations to branch level if their shortcomings.
- Filter outstanding branches of customer service implementation for rewarding.
- Initiate customer experience program and propose to direct supervisor.
- Collect feedback on customer service implementation from staff.
- Collect customer feedback from branch to evaluate service performance.
- Conduct competitor surveys of customer service standards.
- Perform other tasks assign by management.
Expected Profile of Candidates
Languages:
- English - Fluent
Qualifications:
- Bachelor's Degree in Banking/finance or business management, or related filed.
Work History:
- At least experience in customer service capacity for 3 years is required
Skills & Knowledge:
General & Technical Skills
- Experience or knowledge of microfinance and the banking industry is preferable.
- Be proficient in English both speaking and writing and very good in communication skills.
- Good understanding of computer skills (Ms. Word, Excel, and PowerPoint).
Soft Skills
- Self-motivated person, good relationship with the public, ability to work under pressure and work independently.
- Honest and excellent character with high commitment to work with teamwork and willing to travel to provide is compulsory.
Gold Loan Project Officer
Position Circumstances
- Career Category: Business Administration, Banking / Finance
- Schedule:Full-time
- Salary: Negotiable
Location: Head Office
Duties & Responsibilities:
- Assist in coordinating the rollout of the Gold Loan project across branches.
- Support in preparing project plans, reports, and progress tracking.
- Follow up with branches and departments to ensure timely completion of assigned activities.
- Assist in identifying operational issues and report them to the Project Manager.
- Support in preparing product-related documents, policies, and procedures.
- Help monitor gold handling processes (receiving, appraisal, storage, and release).
- Coordinate with IT and Operations to ensure accurate data tracking in the system.
- Conduct basic market or competitor checks as assigned.
- Assist in collecting and compiling branch performance data on gold loan portfolios.
- Prepare summary reports on portfolio growth, delinquency, and other indicators.
- Support awareness or marketing campaigns related to the Gold Loan product.
- Ensure all branch operations follow approved policies, procedures, and NBC guidelines.
- Support in monitoring collateral handling and ensure compliance with quality standards.
- Report any irregularities or policy deviations to the supervisor immediately.
- Support in organizing and coordinating training for branch staff on gold loan operations.
- Assist in developing training materials and monitoring attendance and feedback.
- Perform any other tasks as assigned by the Project Manager.
Expected Profile of Candidates
Qualifications:
- Bachelor's Degree in Business Administration, Banking & Finance, or related field.
Work History:
- Experience in financial services or loan operations for 1 to 3 years as a minimum
Skills & Knowledge:
General & Technical Skills
- Basic understanding of gold loan operations or secured lending is an advantage.
- Good data management, reporting, and communication skills.
- Ability to work collaboratively with multiple departments and branches.
- Computer literacy (MS Excel, Word, PowerPoint).
Soft Skills
- High integrity, attention to detail, and commitment to compliance.
IT Risk Assessment Officer
Position Circumstances
- Career Category: Computer - General, Computer - Networking, Computer - Programming
- Schedule:Full-time
- Salary: Negotiable
Location: Head Office
Duties & Responsibilities:
- Perform risk assessments on IT systems, applications, networks, and third-party vendors.
- Identify, analyze, and document technology risks and potential business impacts.
- Collaborate with IT, InfoSec, Compliance, and Business teams to address and mitigate identified risks.
- Monitor and report on key risk indicators (KRIs), control effectiveness, and residual risk.
- Support the implementation of risk management frameworks such as NIST, ISO 27001, COBIT, or FAIR.
- Maintain up-to-date knowledge of emerging technology threats, vulnerabilities, and regulatory requirements.
- Assist in audits, regulatory examinations, and internal control assessments.
- Participate in development and enhancement of IT risk policies, standards, and procedures.
- Support incident response and post-incident risk reviews.
- Assess risk from third-party vendors and ensure appropriate controls are in place.
- Perform other tasks assigned by the Unit Manager/Chief Risk Officer.
Expected Profile of Candidates
Qualifications:
- Bachelor's Degree in Information Technology, Cybersecurity, Risk Management, or a related field.
Work History:
- Experience in IT risk management, information security, or GRC roles for 2 years
Skills & Knowledge:
General & Technical Skills
- Solid understanding of IT systems, cloud environments, and cybersecurity principles.
- Experience with risk assessment methodologies and frameworks (e.g., NIST RMF, ISO 27001, COSO).
- Familiarity with regulatory and compliance requirements such as GDPR, SOX, HIPAA, PCI DSS.
- Excellent written and verbal communication skills for reporting and stakeholder engagement.
Soft Skills
- Strong analytical and problem-solving skills.
Contract Trainer
Position Circumstances
- Career Category: Banking / Finance
- Schedule:Full-time
- Salary: Negotiable
Location: Head Office
Duties & Responsibilities:
- Conduct financial education training sessions in villages and communities across Ratanakiri province.
- Deliver engaging, culturally appropriate content using participatory methods tailored to rural and indigenous audiences.
- Raise awareness on basic financial concepts such as saving, budgeting, debt management, and use of financial services.
- Assist in developing and/or localizing training materials in collaboration with the Sustainability Management Department.
- Mobilize community members and coordinate with local authorities, or other stakeholders to facilitate training sessions.
- Monitor participant engagement, collect feedback, and assess knowledge gained.
- Submit timely reports, training attendance sheets, and impact assessments to the Head of Sustainability Management Department.
- Perform other tasks assigned by Head of Sustainability Management Department.
Expected Profile of Candidates
Languages:
- Khmer - Fluent
Skills & Knowledge:
General & Technical Skills
- Experience in community training or adult education, preferably in financial literacy or related fields.
- Strong interpersonal and communication skills; ability to work with people from diverse cultural backgrounds.
- Fluency in Khmer; knowledge of indigenous languages in Ratanakiri is a strong advantage.
Soft Skills
- Understanding of rural community dynamics and sensitivity to local contexts.
- Willingness to travel extensively within Ratanakiri province and work in remote areas.
- Good reporting and documentation skills.
