Associate / Sr Associate, Collections

Key Responsibilities:

1. Collections & Recovery

a. Contact customers via phone, SMS, and email to follow up on overdue payments.

b. Negotiate payment arrangements and settlement plans with delinquent borrowers.

c. Ensure timely recovery of outstanding loan amounts to achieve monthly collection targets.

2. Customer Communication

a. Maintain professional and respectful communication with customers at all times.

b. Educate borrowers about their repayment obligations and consequences of non-payment.

c. Handle customer queries related to outstanding balances and repayment schedules.

3. Compliance & Documentation

a. Ensure all collection activities comply with regulations under the Ministry of Housing and Local Government Malaysia (KPKT) and internal policies.

b. Maintain accurate records of collection activities, promises to pay, and payment follow-ups in the system.

c. Escalate difficult cases, disputes, or potential fraud to the supervisor.

4. Reporting & Monitoring

a. Track daily collection progress and update reports on delinquent accounts.

b. Monitor repayment commitments and follow up on broken promises.

c. Assist in preparing collection reports for management.

5. Portfolio Management

a. Manage assigned delinquent accounts and prioritize collection efforts based on aging buckets.

b. Coordinate with internal teams (Customer Service, Credit, Legal) when necessary.

Requirements:

1. Minimum SPM / Diploma / Degree in Business, Finance, or related field.

2. Prior experience in tele-collections, customer service, or call center operations is an advantage.

3. Strong negotiation and communication skills.

4. Ability to handle difficult conversations and manage delinquent customers professionally.

5. Basic knowledge of money lending regulations in Malaysia is an added advantage.

6. Proficient in English and Bahasa Malaysia (additional languages are a plus).

Key Skills:

1. Negotiation & persuasion

2. Customer handling & conflict resolution

3. Collection strategy and follow-up discipline

4. Data entry and reporting

5. Target-driven mindset

6. KPIs / Performance Metrics

7. Monthly collection recovery rate

8. Promise-to-pay conversion rate

9. Number of accounts resolved

10. Compliance with collection guidelines

11. Customer complaint rate