Collections Team Leader

Mission Consultancy Services Sdn. Bhd.; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Mission Consultancy Services Sdn. Bhd. seeks a results-driven collections leader to oversee Early Buckets for unsecured loans. You will supervise a team of collectors, optimize auto-dialer strategy, and ensure adherence to internal and external policies while driving target attainment.

The role requires 5–7 years in collections, strong negotiation skills, and experience with external agencies. ABachelor’s degree or higher is expected, with fluency in English and Malay preferred.

Qualifications

• Minimum 5 years of working experience in collections.
• Experience leading a collection team to meet KPIs.
• Experience with external debt collection agencies and solicitors.
• Experience in Banking, Telecom or E-commerce debt collection.

Responsibilities

• Supervise and guide a team of collection executives to meet KPIs.
• Manage auto-dialer collections and optimize calling strategy to meet targets.
• Plan, direct and supervise front-end/mid-range collection activities to achieve goals.
• Track and monitor collectors' performance on the auto-dialer daily.
• Coach collectors and ensure compliance with policies and procedures.
• Collaborate with Unit Head to improve collections processes.
• Apply advanced negotiation skills to resolve escalated calls.

Skills

Team leadership

Negotiation

Auto-dialer management

Performance tracking

Excel & Google Sheets

Communication skills

Ethical staff management

Critical thinking

Prioritization

Education

Bachelor's Degree

Post Graduate Diploma

Professional Degree

Master's Degree

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.