Collections Team Leader

Mission Consultancy Services; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Mission Consultancy Services in Kuala Lumpur is seeking a seasoned Collection Team Leader to oversee the Early Buckets for unsecured loans. You will guide a team of collectors, optimize auto-dialer calls, and ensure adherence to internal/external collection policies while driving targets.

You will coach, monitor performance, and collaborate with the Unit Head to continuously improve the collections process and approvals for settlements or field actions as needed.

Qualifications

• Experience leading a collection team to meet KPIs.
• Knowledge of auto-dialer systems and productivity targets.
• Experience in banking, telecom, or e-commerce debt collection.
• Familiarity with debt collection regulations and best practices.

Responsibilities

• Lead and supervise a team of collection executives to meet KPIs.
• Manage auto-dialer collections and optimize calling strategy.
• Direct front-end/mid-range collection activities to achieve goals.
• Monitor performance and coach collectors for improvement.
• Collaborate with Unit Head to improve collections process.
• Apply negotiation skills to resolve escalated calls.
• Ensure timely handling of inquiries/complaints.
• Analyze portfolios and propose settlement or field actions.

Skills

Leadership

Negotiation

Coaching

Communication

Critical thinking

Prioritization

Ethical management

Team management

Education

Bachelor's Degree

Postgraduate Diploma

Professional Degree

Master's Degree

Tools

Excel

Google Sheets

Job description

Oversee the collection and recovery activities of the Early Buckets for the unsecured loan portfolio. Manage the collection of outstanding customers' loans while managing a team of collectors. Ensure all collection internal and external policies are followed. Responsible for ensuring company collection and recovery targets are met.

JOB REQUIREMENTS

• Lead & Manage: Supervise and guide a team of collection executives to meet individual and team KPIs.
• To manage the auto-dialer collections and ensure the collectors have the optimal calling strategy and meet the productivity targets.
• To plan, direct and supervise collection activities for front-end/mid-range buckets to achieve departmental goals.
• To track and monitor collectors' performance on the auto-dialer and ensure productivity is met on a daily basis.
• To coach collectors, perform ongoing monitoring and provide feedback to collectors based on their performance and ensure compliance with collection policies and procedures.
• To work closely with the Unit Head to drive continuous improvement/enhancement in the collections process to increase effectiveness.
• Able to apply advanced negotiation skills to resolve escalated calls. Coaches less experienced collectors to continuously strengthen the team.
• Ensure all inquiries/complaints are attended to within the timeframe given.
• Able to analyze the portfolio assigned and offer solutions/workarounds according to the customers specific situations or offer the customers alternative payment according to their conditions to improve delinquency rate.
• Recommend accounts for field visitation and assignment to external debt collection agencies.
• Propose account settlement whenever necessary.

JOB SKILLS

• Previous collection team leader experience managing auto-dialer with a minimum of 5 collectors.
• Experience managing external debt collection agencies and solicitors.
• Experience in Banking, Telecom or E-commerce collecting customer debt.
• Knowledge of collections regulations and the Fair Debt Collection Act.
• Good interpersonal, negotiation and persuasion skills.
• Must be well-versed in Microsoft Excel and Google Sheets.
• Must be able to manage staff ethically and fairly while still being firm in enforcing the company rules.
• Must be able to prioritize tasks effectively.
• Good verbal and written communication skills.
• Must be able to exercise critical thinking skills and sound judgment.
• Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree.
• 5 - 7 years of working experience.
• Applicable for Malaysian citizens only.