Senior Collection Representative

UBASE ASIA SDN. BHD.; Petaling Jaya; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Annual Optical and Dental benefit

Parking

Wellbeing benefits

Job summary

UBASE Asia Sdn. Bhd. is seeking a Collections Senior Agent in Malaysia to drive payment recovery, renewal support, and customer issue resolution while coaching team members.

The role requires strong collection and customer engagement skills, disciplined follow-up, and accurate documentation in line with Malaysian laws and PDPA.

Qualifications

• Minimum SPM or Diploma required.
• Good verbal and written communication in Bahasa Malaysia and English.
• Strong active-listening, negotiation, objection-handling and problem-solving skills.
• Able to stay calm and professional in difficult conversations.
• Willing to work shifts, weekends or public holidays when required.
• 2-3 years of experience in collections, debt recovery, or BPO/contact-centre environments.

Responsibilities

• Contact customers through outbound/inbound calls, email, SMS or other channels regarding overdue payments.
• Explain outstanding balances, deadlines and payment options clearly.
• IdentifyReasons for non-payment and negotiate practical payment arrangements.
• Secure, record and follow up on Promises to Pay and other commitments.
• Handle questions, disputes, objections, and complaints calmly and accurately.
• Escalate complex disputes or sensitive cases as needed.
• Maintain complete records of customer contacts and outcomes.
• Meet individual and team targets for recovery, productivity, quality and attendance.
• Protect customer information and comply with PDPA and company policies.
• Use approved scripts and communication methods.

Skills

Active listening

Negotiation

Objection handling

Problem solving

Education

SPM or Diploma

Tools

CRM

Dialer

Payment systems

Account-management tools

Job description

The Collections Senior Agent is responsible for supporting Collection activities by driving payment recovery, renewal support, customer issue resolution, and coaching support for team members. The role requires strong collection, professional customer engagement, disciplined follow-up, accurate documentation, and support for script, objection-handling, process improvement and applicable Malaysian laws.

Key responsibilities

Contact customers through outbound calls, inbound calls, email, SMS, or other approved channels regarding overdue payments.

Explain outstanding balances, payment deadlines, and approved payment options clearly and professionally.

Identify reasons for non-payment and negotiate practical payment arrangements based on the customer's circumstances and approved guidelines.

Secure, record, and follow up on Promises to Pay (PTP) and other agreed payment commitments.

Handle customer questions, disputes, objections, and complaints calmly, accurately, and respectfully.

Escalate complex disputes, financial-hardship cases, suspected fraud, vulnerable-customer concerns, or sensitive complaints.

Maintain complete and accurate records of customer contacts, account updates, payment commitments, and collection outcomes.

Meet individual and team targets for recovery, productivity, quality, attendance, and schedule adherence.

Protect customer information and comply with the Personal Data Protection Act, company policies, client requirements, and approved collection practices.

Use only approved scripts, disclosures, and communication methods; avoid threatening, misleading, discriminatory, or inappropriate language.

About you

Minimum SPM, Diploma, or an equivalent qualification.

Good verbal and written communication skills in Bahasa Malaysia and English.

Strong active-listening, negotiation, persuasion, objection-handling, and problem-solving skills.

Able to remain calm, respectful, and professional when managing difficult or emotional customer conversations.

Comfortable working in a target-driven BPO or contact-centre environment.

Basic computer proficiency and the ability to use CRM, dialer, payment, and account-management systems.

Strong attention to detail, record-keeping discipline, and commitment to confidentiality.

Willing to work on shifts, weekends, or public holidays when required by the operation.

2-3 years of experience in collections, debt recovery, credit control, telesales, or a BPO/contact-centre environment.

UBASE Group is a Global Business Process Outsourcing (BPO) Leader, committed to delivering the Best Customer Experience (CX) Services by Understanding Customers' Needs (KNOW), Reaching Customers Efficiently (MEET), Supporting Customers Seamlessly (CARE), and provides Customized Solutions throughout the Clients' Business Processes.

UBASE Group is a Global Business Process Outsourcing (BPO) Leader, committed to delivering the Best Customer Experience (CX) Services by Understanding Customers' Needs (KNOW), Reaching Customers Efficiently (MEET), Supporting Customers Seamlessly (CARE), and provides Customized Solutions throughout the Clients' Business Processes.

Perks and benefits Medical Insurance Annual Optical and Dental benefit Parking Global Cultural Platform Annual, Sick, Maternity, Hospitalization Wellbeing benefits