Collection/Recovery Officer

GALA TRACK SDN BHD; Kuala Lumpur; On-site; MYR 42,000 - 66,000; Full time

Job summary

GALA TRACK SDN BHD in Malaysia is seeking a Collection / Recovery Officer responsible for managing delinquent accounts and reaching collection targets through professional communication, negotiation, and timely follow-up.

The role involves contacting borrowers via phone, SMS, WhatsApp, email, and other approved channels, negotiating repayment arrangements, and escalating accounts as needed per policy. Fresh graduates may be considered with training.

Qualifications

• Experience in debt collection, recovery, telecollection, customer service, telesales, banking, or related field preferred.
• Certificate, Diploma or relevant experience is advantageous.
• Fresh graduates may be considered with appropriate training.

Responsibilities

• Manage an assigned portfolio of overdue and delinquent accounts.
• Contact borrowers through approved channels including telephone calls, SMS, WhatsApp, email and other authorised communication methods.
• Inform borrowers of outstanding balances, payment due dates and available repayment options.
• Understand borrowers’ payment difficulties and negotiate realistic repayment arrangements.
• Follow up on promised payments and ensure commitments are fulfilled.
• Maintain regular contact with accounts according to the assigned collection strategy.
• Achieve individual and team collection targets and KPIs.
• Conduct professional and constructive discussions with borrowers.
• Record every meaningful customer interaction accurately and promptly.
• Update collection activities, payment promises, payment arrangements and outcomes in the Company’s system.

Skills

Debt collection

Recovery

Telecollection

Customer service

Telesales

Banking

Credit control

Education

Certificate or Diploma

Job description

The Collection / Recovery Officer is responsible for managing assigned delinquent accounts and achieving collection targets through professional communication, negotiation, follow-up and appropriate recovery actions. The Officer will contact borrowers through approved communication channels, understand the reasons for non-payment, negotiate suitable repayment arrangements and ensure agreed payments are made within the required timeframe. Where required and authorised, the Officer may conduct field visits and support escalation of accounts for further recovery or legal action in accordance with the Company’s policies, client instructions and applicable laws and regulations.

Key responsibilities

Manage an assigned portfolio of overdue and delinquent accounts.

Contact borrowers through approved channels including telephone calls, SMS, WhatsApp, email and other authorised communication methods.

Inform borrowers of outstanding balances, payment due dates and available repayment options.

Understand borrowers’ payment difficulties and negotiate realistic repayment arrangements.

Follow up on promised payments and ensure commitments are fulfilled.

Maintain regular contact with accounts according to the assigned collection strategy.

Achieve individual and team collection targets and KPIs.

Conduct professional and constructive discussions with borrowers.

Record every meaningful customer interaction accurately and promptly.

Update collection activities, payment promises, payment arrangements and outcomes in the Company’s system.

About you

Experience in debt collection, recovery, telecollection, customer service, telesales, banking, credit control or a related field is preferred.

Certificate, Diploma or relevant experience will be an advantage.

Fresh graduates / candidates without collection experience may be considered with appropriate training.