Introduction
We are seeking a motivated Spesialis Pengumpulan Meja (Penutur Melayu) to join our dynamic collections team. This position plays a critical role in maintaining the financial health of our organization by contacting customers who are past‑due on their payments and guiding them toward timely resolution. The ideal candidate is fluent in Malay, possesses at least one year of experience in debt collection or a related call‑center environment, and demonstrates a professional, courteous approach when handling sensitive conversations.
Responsibilities
- Initiate outbound calls to customers aged 25‑40 who have overdue accounts, using a scripted yet empathetic approach.
- Verify customer identity, confirm account details, and accurately record all interactions in the CRM system.
- Negotiate payment arrangements, explain repayment options, and secure commitments that comply with company policy and regulatory guidelines.
- Escalate high‑risk or non‑responsive cases to senior collection supervisors for further action.
- Maintain up‑to‑date knowledge of relevant Malaysian financial regulations, consumer protection laws, and internal compliance procedures.
- Prepare daily, weekly, and monthly performance reports that track call volume, contact rates, promises to pay, and actual recoveries.
- Collaborate with the credit, legal, and customer‑service departments to ensure a seamless resolution process for each debtor.
- Participate in regular training sessions to improve negotiation techniques, language proficiency, and product knowledge.
Requirements
- Education: Minimum high school diploma (SMA/SMK) or equivalent.
- Age: Up to 40 years old.
- Gender: Open to all genders.
- Experience: At least 1 year of proven experience in debt collection, call‑center operations, or a similar customer‑facing role.
- Language: Fluent in Malay (Bahasa Malaysia) – both spoken and written.
- Technical Skills: Proficiency with standard office software, experience using CRM or collections management systems, and basic data entry accuracy.
- Soft Skills: Strong communication and active‑listening abilities, resilience under pressure, high level of integrity, and the capacity to negotiate win‑win outcomes.
- Work Schedule: Monday to Sunday, 08:00‑17:00, with occasional overtime during peak collection periods.
Benefits
- Competitive base salary with performance‑based incentives and bonuses.
- Comprehensive medical, dental, and vision coverage for employees and eligible dependents.
- Paid annual leave, sick leave, and statutory holidays in accordance with Malaysian labor law.
- Professional development programs, including certification courses in credit management and negotiation.
- Employee assistance program (EAP) offering counseling and financial wellness resources.
- Modern office environment with ergonomic workstations, reliable telecommunications, and a supportive team culture.
About Company
Our client is a leading financial services institution in Malaysia, specializing in consumer credit, micro‑loans, and small‑business financing. With a commitment to responsible lending and customer empowerment, the company leverages cutting‑edge technology to deliver transparent, accessible financial products. The Collections Division plays a vital role in sustaining the company’s growth by ensuring timely repayment while maintaining respectful, solution‑focused communication with borrowers.
We value integrity, teamwork, and continuous improvement. Joining our team means becoming part of an organization that invests in its people, encourages innovative thinking, and strives to make a positive impact on the communities we serve.
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