PR/160516 | Manager, Collections

• Proactively contact customers via phone, SMS, and email to follow up on overdue payments.

• Negotiate repayment arrangements and settlement plans with delinquent borrowers.

• Drive timely recovery of outstanding loan balances to meet monthly collection targets.

• Maintain professional, courteous, and respectful communication with customers at all times.

• Educate borrowers on repayment obligations and the implications of non-payment.

• Respond to customer inquiries regarding outstanding balances and repayment schedules.

• Manage daily call activities based on aging buckets and conduct site visits when required.

• Ensure all collection practices comply with regulatory requirements set by the Ministry of Housing and Local Government Malaysia (KPKT) and internal policies.

• Accurately record collection activities, payment commitments, and follow-ups in the system.

• Escalate complex cases, disputes, or suspected fraudulent activities to the supervisor.

• Monitor daily collection performance and update reports on delinquent accounts.

• Track repayment commitments and follow up on broken promises.

• Support the preparation of collection reports for management review.

• Manage assigned delinquent accounts and prioritize collection efforts based on aging analysis.

• Collaborate with internal departments such as Customer Service, Credit, and Legal when required.

• Minimum SPM, Diploma, or Degree in Business, Finance, or a related field.

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

• Strong communication and negotiation skills

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