RECOVERY OFFICER

About the role

We are looking for a motivated and target-driven Recovery Officer to join our Debt Collection Agency (DCA). The Recovery Officer will be responsible for managing assigned customer accounts, contacting customers through telephone and other approved communication channels, negotiating suitable repayment arrangements, and achieving monthly collection targets while strictly following company policies, client requirements and applicable laws and regulations.

Key responsibilities

• Contact customers with outstanding debts through telephone calls, SMS, WhatsApp and other approved communication channels.
• Follow up consistently on assigned accounts to maximise debt recovery.
• Understand customers' financial circumstances and negotiate realistic repayment arrangements.
• Monitor promised payments and conduct timely follow-ups on broken or overdue arrangements.
• Maintain accurate records of all customer contacts, discussions, promises-to-pay and payments in the collection system.
• Conduct appropriate skip-tracing and customer verification using approved sources and procedures.
• Achieve individual and team monthly collection KPIs and recovery targets.
• Escalate difficult, disputed or sensitive accounts to the Team Leader or Manager.
• Handle customer complaints professionally and refer matters requiring further investigation to the appropriate department.
• Ensure all collection activities comply with client instructions, company SOPs, applicable Malaysian laws, regulatory requirements and data-protection requirements.

About you

• Minimum SPM qualification; Diploma or equivalent is an advantage.
• Previous experience in debt collection, tele-collection, banking, credit control, customer service or sales is an advantage.
• Fresh graduates and candidates without collection experience are encouraged to apply.
• Good communication and negotiation skills.
• Able to communicate effectively in Bahasa Malaysia and English; other Malaysian languages are an advantage.
• Confident speaking with customers over the telephone.
• Target-oriented, disciplined and persistent.
• Able to handle difficult customers professionally.
• Basic computer literacy and ability to learn collection/CRM systems.
• Willing to work according to the company's operational schedule and collection requirements.