Collections Officer

Bank Islam; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading Malaysian bank is seeking candidates for a Collections role in Kuala Lumpur. You will perform outbound and inbound calls to recover outstanding debts, negotiate with customers, and maintain professional relationships. The ideal candidate should possess strong negotiation and communication skills, be a quick thinker, and demonstrate the ability to remain calm under pressure. This role requires adherence to company policies and guidelines while achieving set targets.

Qualifications

• Experience in debt collection or customer service is preferred.
• Ability to educate customers on overdue payments.
• Familiarity with collection systems and processes.

Responsibilities

• Perform outbound and inbound calls to recover outstanding debts.
• Negotiate with customers to encourage payment.
• Update records and collection activities in the system.

Skills

Negotiation skills

Communication skills

Quick thinking

Ability to remain calm under pressure

Problem-solving skills

Job description

To perform Collections outbound (Telephone calls) or Inbound Calls (receive calls) to recover outstanding debt from Bank Islam delinquent customers including:

To perform quality collection calls

Remind customers on the overdue amount

Educate customers on the awareness and the consequences of delaying and/ or nonpayment.

To negotiate, persuade and convince customer to pay. i.e. quick thinker with quick answer (versatile) when customer try evade payment

Minimize and mitigate complaints

To achieve target set by the Bank

Maintain professionalism and relationship with customers

To update all conversation and collection activities in Collection’s system.

To obtain customers’ new record i.e. contact number/ address and adhere to the approved process of verification.

Any other tasks as reasonably requested by Bank Islam from time to time.

To ensure to remain calm when provoked by customers at any contact with customers

• 2. Practice and always display exemplary service excellence.
• 3. Recommend for Short Messaging System (SMS).
• 4. To perform escalation/ highlight cases that require further action i.e. change of telephone number, release debit request etc.
• 5. To ensure adherence to Bank’s code of conduct, Collections guiding note and / or any relevant policy & guideline provided by regulator / Bank Islam
• 6. Provide feedback to management on runaway, dispute, fraud cases etc for analysis and action.
• 7. Ensure adherence & compliance to all internal policies / guidelines and external regulators requirements.
• 8. Support additional responsibilities by Team Leader / Supervision Team.