Collections Team Leader (Front-End) Malaysia

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.

GET IN TOUCH :

Please apply online or send your CV to talentspecialist@mcs-global.com