Collections Team Leader Malaysia

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

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.