Senior Collection Representative

About the role

The Collections Senior Agent is responsible for supporting Collection activities by driving payment recovery, renewal support, customer issue resolution, and coaching support for team members. The role requires strong collection, professional customer engagement, disciplined follow-up, accurate documentation, and support for script, objection-handling, process improvement and applicable Malaysian laws.

Key responsibilities

• Contact customers through outbound calls, inbound calls, email, SMS, or other approved channels regarding overdue payments.
• Explain outstanding balances, payment deadlines, and approved payment options clearly and professionally.
• Identify reasons for non-payment and negotiate practical payment arrangements based on the customer's circumstances and approved guidelines.
• Secure, record, and follow up on Promises to Pay (PTP) and other agreed payment commitments.
• Handle customer questions, disputes, objections, and complaints calmly, accurately, and respectfully.
• Escalate complex disputes, financial-hardship cases, suspected fraud, vulnerable-customer concerns, or sensitive complaints.
• Maintain complete and accurate records of customer contacts, account updates, payment commitments, and collection outcomes.
• Meet individual and team targets for recovery, productivity, quality, attendance, and schedule adherence.
• Protect customer information and comply with the Personal Data Protection Act, company policies, client requirements, and approved collection practices.
• Use only approved scripts, disclosures, and communication methods; avoid threatening, misleading, discriminatory, or inappropriate language.

About you

• Minimum SPM, Diploma, or an equivalent qualification.
• Good verbal and written communication skills in Bahasa Malaysia and English.
• Strong active-listening, negotiation, persuasion, objection-handling, and problem-solving skills.
• Able to remain calm, respectful, and professional when managing difficult or emotional customer conversations.
• Comfortable working in a target-driven BPO or contact-centre environment.
• Basic computer proficiency and the ability to use CRM, dialer, payment, and account-management systems.
• Strong attention to detail, record-keeping discipline, and commitment to confidentiality.
• Willing to work on shifts, weekends, or public holidays when required by the operation.
• 2–3 years of experience in collections, debt recovery, credit control, telesales, or a BPO/contact-centre environment.