Collection Officer - Penang

OCBC; Penang; On-site; MYR 30,000 - 40,000; Full time

Job summary

A leading financial institution in Malaysia, Penang, is seeking a collections officer to manage delinquent accounts and secure payments. Candidates should possess strong negotiation and communication skills, with experience in customer service preferred. This role requires ability to work under pressure and handle customer inquiries efficiently. Fresh graduates and entry-level applicants are encouraged to apply.

Qualifications

• Experience in collections, customer service, or contact centre is advantageous.
• Good spoken English and third language proficiency are desirable.
• Ability to work under pressure with KPI and target.

Responsibilities

• Call on delinquent accounts to secure payments.
• Manage accounts in the Debt Manager Collection System.
• Handle customers' requests for interest waivers and complaints.

Skills

Negotiation skills

Communication skills

Customer service

Active listening

Emotional Intelligence (EQ)

Job description

Responsibilities:

• Call on 1 to 59 days delinquent and over limit unsecured and secured accounts and follow up with borrowers to secure payments
• Manage unsecured and secured accounts in the Debt Manager Collection System to prevent flow through of accounts to the following bucket and to achieve targeted delinquencies
• Manage and achieve daily productivity standards in terms of attempts; contacts, PTP Kept and amount collected
• Handle delinquent customers' request for interest waivers, queries and complaints
• Ensure that collection actions taken are within corporate guidelines, and collection policies
• Able to take on additional tasks and/or projects when assigned.

Requirements:

• Experience in collections/customer service/contact centre will be an added advantage
• Possess good spoken English and third language proficiency will be an added advantage
• Strong persuasive, negotiation and communication skills
• Customer-oriented and has good customer service with active listening skills
• Possesses strong Emotional Intelligence (EQ) ability
• Ability to work under pressure with KPI and target
• Willing work extended hours and weekends as and when required
• Position is open for fresh graduate & entry level