Head of Collections

Monee Limited; Kuala Lumpur; On-site; MYR 120,000 - 200,000; Full time

Job summary

Monee, a leading digital payments and financial services provider, seeks an experienced Collections Leader in Kuala Lumpur to drive team performance and optimize recovery outcomes. You will develop and implement strategies, monitor metrics, and collaborate with Credit, Customer Service, and Sales to improve overall customer experience.

With 7+ years in collections management, you will mentor agents, ensure regulatory compliance, and lead process improvements while maintaining data integrity and

Qualifications

• Bachelor's degree in finance or accounting or related field.
• 7+ years of experience in collections management.
• Strong knowledge of collections practices, regulations, and trends.
• Excellent communication and negotiation skills; ability to build client relationships.
• Strong analytical and problem-solving skills; develop and implement effective strategies.
• Experience managing a team of collections specialists.
• Proficiency in financial software applications including Excel.

Responsibilities

• Lead, coach, and motivate a team of collections agents to meet goals.
• Develop and implement collection strategies and procedures to minimize delinquency.
• Monitor collection metrics and take action on areas of concern.
• Conduct regular performance reviews and provide development plans.
• Collaborate with customer service, sales, and credit to streamline processes.
• Ensure compliance with laws and company policies across collections.
• Handle escalated inquiries and complex cases with timely resolutions.
• Prepare reports on collections performance and recommendations.
• Identify opportunities for process improvements and automation.

Skills

Leadership

Negotiation

Communication

Analytical

Team management

Microsoft Excel

Education

Bachelor's degree in finance or accounting

Tools

Microsoft Excel

Job description

Monee is a leading digital payments and financial services provider in Southeast Asia, with a growing presence in Latin America. Its mission is to better the lives of individuals and businesses in the region with financial services through technology.

Monee delivers a comprehensive range of digital financial products and services, including mobile wallets, payment processing, credit, banking, and insurtech. By leveraging technology and strategic partnerships, Monee aims to drive greater digital financial inclusion, convenience, and accessibility for individuals and small businesses across Southeast Asia and Latin America.

Monee is part of Sea Limited, a global technology company.

About the Team

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Job Description

• Lead, coach, and motivate a team of collections agents, providing guidance and support to ensure individual and team goals are met.
• Develop and implement collection strategies, policies, and procedures to minimize delinquency rates and optimize collections efforts.
• Monitor and evaluate collections performance metrics, such as collection rates, recovery rates, and aging reports, and take appropriate action to address any areas of concern.
• Conduct regular performance reviews and provide feedback to collections agents, identifying areas for improvement and implementing training and development plans as needed.
• Collaborate with other departments, such as customer service, sales, and credit, to streamline collections processes and improve overall customer experience.
• Stay updated on industry trends, regulations, and best practices related to collections and ensure compliance with relevant laws and company policies.
• Handle escalated customer inquiries, complaints, and complex cases, ensuring timely and satisfactory resolution.
• Prepare regular reports and presentations on collections performance, providing insights and recommendations to management.
• Identify opportunities for process improvements and automation, working with relevant stakeholders to implement changes that enhance efficiency and effectiveness.
• Maintain accurate records of collections activities, ensuring data integrity and confidentiality.

Requirements

• Bachelor's degree in finance, accounting, or a related field.
• 7+ years of experience in collections management.
• Strong knowledge of collections practices, regulations, and industry trends.
• Excellent communication and negotiation skills, with a proven ability to build and maintain positive relationships with clients.
• Strong analytical and problem-solving skills, with a demonstrated ability to develop and implement effective collections strategies.
• Experience managing a team of collections specialists.
• Proficiency in Microsoft Excel and other financial software applications.