Collections & Recoveries Lead

Circular (YC W22); Malaysia; Remote; MYR 180,000 - 260,000; Full time

Job summary

Circular (YC W22) is hiring a Collections & Recoveries Lead to own day-to-day arrears strategies across Australia and Singapore, for both consumer and business segments. This is a fully remote, hands-on individual contributor role with significant ownership of outcomes.

You’ll manage complex cases, engage customers directly, coordinate external partners, and continually refine strategies, controls and reporting to maximise recoveries while minimising losses.

Qualifications

• Experience in collections, recoveries or arrears management.
• Knowledge of Australian consumer collections requirements.
• Strong communication and negotiation skills.

Responsibilities

• Own the collections portfolio and manage overdue accounts.
• Engage with customers via phone, email, SMS and WhatsApp.
• Handle complex cases including hardship and disputes.
• Progress defaults and recoveries with credit reporting and external partners.
• Improve collections strategies and processes while maintaining records and compliance.

Skills

Collections management

Debt recovery

Customer engagement

Regulatory knowledge

Tools

Collections software

Job description

As our Collections & Recoveries Lead, you will own the day-to-day execution of Circular’s collections and recovery strategies across Australia and Singapore, covering both consumer and business customers.

This is a fully remote, hands-on individual contributor role with significant ownership. You will manage customers throughout the arrears lifecycle, understand their circumstances and agree appropriate, sustainable solutions that maximise recoveries while minimising losses for Circular.

You will also manage more complex matters including financial hardship, disputes, defaults and recoveries, while using your frontline insights to improve our collections strategies, communications and processes.

What you’ll do

• Own the collections portfolio, managing overdue accounts and ensuring timely, appropriate follow-up.
• Engage directly with customers via phone, email, SMS and WhatsApp to negotiate payment arrangements, returns and other suitable solutions.
• Manage complex cases, including hardship, vulnerability, disputes and complaints, escalating where appropriate.
• Progress defaults and recoveries, including credit reporting, external collections and recovery processes.
• Manage external partners, including collection agencies, field visits and skip tracing where required.
• Improve how we collect by identifying themes, analysing outcomes and recommending improvements to strategies, processes, communications, tools and automation.
• Maintain strong records and controls, ensuring actions and decisions are accurately documented and applicable regulatory requirements are followed.

What we’re looking for

• Strong experience in collections, recoveries or arrears management, with a proven ability to take ownership of accounts and resolve arrears through effective customer engagement.
• Practical knowledge of Australian consumer collections requirements, including debt collection conduct, financial hardship, defaults, enforcement and default listing.
• Excellent written and verbal communication skills, with the ability to handle difficult conversations calmly, constructively and pragmatically.
• Strong judgement, initiative and ownership, with the confidence to determine the right course of action across different customer circumstances.
• An improvement mindset, be able to identify patterns from customer interactions and turn them into practical changes to collections strategies and processes.
• Comfortable using collections systems and reporting to manage a portfolio and understand performance.

If you’re an experienced collections professional looking for a hands-on role with real ownership and the opportunity to shape how collections are done, we’d love to hear from you.

We review every application carefully; however, due to the volume of applications, only shortlisted candidates will be contacted.