Collections Team Lead (Auto-Dialer & Recovery)

Mission Consultancy Services; Kuala Lumpur; On-site; MYR 40,000 - 64,000; Full time

Job summary

Mission Consultancy Services is seeking a seasoned collections team leader to oversee auto-dialer operations, guide a team of collectors, and ensure achievement of targets. The role emphasizes policy compliance, performance coaching, and collaboration with senior leadership to optimize the collections process.

Ideal candidates will have 5+ years in collections, strong negotiation skills, and a Bachelor’s degree or higher.

Qualifications

• Lead and supervise a team of collection executives to meet KPIs.
• Manage auto-dialer collections and optimize calling strategy.
• Direct front-end/mid-range collections to achieve departmental goals.
• Track daily collectors' performance and enforce productivity targets.
• Coach collectors and provide feedback while ensuring policy compliance.
• Collaborate with Unit Head to drive collections process improvements.
• Apply advanced negotiation skills to resolve escalated calls.
• Ensure timely handling of inquiries and complaints.
• Analyze portfolios and offer payment solutions based on customer conditions.
• Recommend accounts for field visits and external debt collection agencies.
• Propose settlement where appropriate.
• Malaysian citizen only.

Responsibilities

• Oversee the collection and recovery activities for the unsecured loan portfolio.
• Supervise a team of collectors to meet targets and KPIs.
• Ensure adherence to internal and external collection policies and procedures.
• Engage external agencies when necessary to recover delinquent accounts.
• Provide coaching and feedback to improve team performance and compliance.

Skills

Team leadership

Auto-dialer management

Collections planning

Performance tracking

Coaching & feedback

Process improvement

Negotiation skills

Customer inquiries handling

Portfolio analysis

External agencies coordination

Settlement recommendations

Malaysian citizen

Education

Bachelor's degree / Postgraduate level

Tools

Microsoft Excel

Google Sheets

Job description

Mission Consultancy Services is seeking a seasoned collections team leader to oversee auto-dialer operations, guide a team of collectors, and ensure achievement of targets. The role emphasizes policy compliance, performance coaching, and collaboration with senior leadership to optimize the collections process.

Ideal candidates will have 5+ years in collections, strong negotiation skills, and a Bachelor’s degree or higher.