Collections Team Lead — Front-End Auto-Dialer Strategy

Mission Consultancy Services Sdn. Bhd.; Kuala Lumpur; On-site; MYR 56,000 - 100,000; Full time

Job summary

Mission Consultancy Services Sdn. Bhd. is seeking an experienced collections team leader in Kuala Lumpur to oversee Early Buckets recovery for unsecured loans.

You will supervise a team of collectors, manage auto-dialer strategies, and ensure adherence to internal and external policies to meet company targets. The role requires 5-7 years in collections, strong negotiation and coaching skills, and proficiency in Excel/Google Sheets.

Qualifications

• Leads and manages a team of collection executives to meet KPIs.
• Manages auto-dialer collections and optimal calling strategy.
• Plans and supervises front-end/mid-range collections to achieve goals.
• Tracks performance and ensures productivity daily.
• Coaches collectors and ensures adherence to policies and procedures.
• Drives process improvements to increase collections effectiveness.
• Negotiates escalated calls and resolves difficult cases.
• Addresses inquiries/complaints within set timeframes.
• Analyzes portfolios and suggests payment alternatives to reduce delinquency.
• Proposes field visits and settlements as needed.

Responsibilities

• Lead and guide a team of collectors to meet individual and team KPIs.
• Oversee auto-dialer usage and optimize calling strategies.
• Direct collection activities for front-end/mid-range buckets.
• Monitor collectors' performance and ensure daily productivity.
• Coach and provide feedback while enforcing policies and procedures.
• Collaborate with Unit Head to improve collections process.
• Negotiate escalated calls and mentor junior collectors.
• Handle inquiries/complaints within service levels.
• Analyze portfolios and offer customer-specific solutions.
• Recommend accounts for external collection agencies.

Skills

Leadership

Auto-dialer management

Negotiation

Coaching

Excel & Google Sheets

Task prioritization

Verbal & written communication

Education

Bachelor's Degree

Postgraduate Diploma / Professional Degree / Master's

Tools

Auto-dialer systems

External debt collection agencies

CRM tools / case management

Job description

Mission Consultancy Services Sdn. Bhd. is seeking an experienced collections team leader in Kuala Lumpur to oversee Early Buckets recovery for unsecured loans.

You will supervise a team of collectors, manage auto-dialer strategies, and ensure adherence to internal and external policies to meet company targets. The role requires 5-7 years in collections, strong negotiation and coaching skills, and proficiency in Excel/Google Sheets.