Senior Collection Representative

UBASE; Selangor; On-site; MYR 36,000 - 58,000; Full time

Job summary

UBASE is seeking a Collections Senior Agent in Malaysia to drive payment recovery, renewal support, and customer issue resolution. You will coach team members, follow approved guidelines, and ensure compliant collection practices while maintaining data integrity.

The role requires strong negotiation skills, disciplined follow-up, and effective use of CRM and payment systems in a target-driven BPO setting.

Qualifications

• Minimum SPM or Diploma equivalent.
• 2–3 years of experience in collections, debt recovery, or BPO environments.
• Strong communication in Bahasa Malaysia and English.

Responsibilities

• Contact customers to discuss overdue payments via calls, email, or SMS.
• Explain balances, deadlines, and payment options clearly and professionally.
• Identify reasons for non-payment and negotiate practical repayment arrangements.
• Secure 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.
• Maintain complete records of contacts, updates, and outcomes.
• Meet individual and team targets for recovery and quality.

Skills

Active listening

Negotiation

Persuasion

Objection handling

Problem solving

Customer service

Education

Diploma

SPM

Tools

CRM

Dialer

Payment systems

Account-management systems

Job description

Jora Malaysia will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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.