Collections Team Leader Malaysia

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

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.