Associate / Sr Associate, Collections

Bee Informatica; Kuala Lumpur; On-site; MYR 33,000 - 58,000; Full time

Job summary

Jora Malaysia is seeking a collections associate to contact customers via phone, SMS and email to follow up on overdue payments, and to negotiate payment arrangements with delinquent borrowers.

You will ensure timely recovery of outstanding loan amounts to hit monthly targets, maintain accurate records, escalate complex cases, and contribute to reporting for management, while upholding regulatory compliance and professional communication.

Qualifications

• Minimum education as stated: SPM / Diploma / Degree in Business, Finance, or related field
• Prior tele-collections, customer service, or call center experience is advantageous
• Strong negotiation and communication skills required
• Ability to handle difficult conversations and manage delinquent customers professionally
• Basic knowledge of money lending regulations in Malaysia is a plus
• Proficiency in English and Bahasa Malaysia (additional languages are a plus)

Responsibilities

• Contact customers via phone, SMS, and email to follow up on overdue payments and negotiate settlement plans.
• Ensure timely recovery of outstanding loan amounts to achieve monthly collection targets.
• Maintain accurate records of collection activities, promises to pay, and follow-ups in the system.
• Escalate difficult cases, disputes, or potential fraud to the supervisor and prepare necessary reports.

Skills

Collection strategy

Follow-up discipline

Data entry

Reporting

KPIs / Performance Metrics

Monthly collection recovery rate

Number of accounts resolved

Compliance with collection guidelines

Education

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

Job description

Jora Malaysia will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

• 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.
• 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:

• 3. Collection strategy and follow-up discipline
• 4. Data entry and reporting
• 6. KPIs / Performance Metrics
• 7. Monthly collection recovery rate
• 9. Number of accounts resolved
• 10. Compliance with collection guidelines