Position : Collection Officer/ Specialist - KAF Digital Bank

(Senior Executive/ Executive)

Reports to : Head of Collections

Department : Collections & Recovery

Job Summary

The Collection Officer is responsible for managing customer payment performance by conducting proactive collection activities, engaging with customers to resolve overdue financing, and negotiating payment arrangements. The role supports the Bank's asset quality by ensuring timely recovery of financing while maintaining professional, ethical, and Shariah-compliant customer engagement.

Key Responsibilities

1. Collection Operations

Manage inbound and outbound collection calls to recover overdue and pre-due financing payments.

Proactively contact customers to remind, educate, and secure payment commitments through appropriate communication channels.

Negotiate payment arrangements including instalment plans, settlements, and restructuring options to resolve financing arrears.

2. Customer Engagement

Communicate professionally with customers while handling sensitive or challenging situations with empathy and service excellence.

Provide clear explanations of outstanding obligations and available payment options in accordance with the Bank's policies and procedures.

Maintain positive customer relationships while ensuring firm and consistent collection actions.

3. Case Monitoring & Documentation

Accurately record all collection activities, customer interactions, and payment arrangements in the collections management system.

Update and verify customer contact information in accordance with the Bank's approved verification processes.

Monitor accounts and follow up on payment commitments or scheduled payment arrangements.

4. Digital Collection Channels

Utilise multiple communication channels, including phone calls, WhatsApp, SMS, email, and other digital tools, to reach customers who are in overdue financing.

Support the Bank's digital collection strategies and initiatives to improve collection efficiency and customer engagement.

5. Escalation & Risk Handling

On time to escalate complex, disputed, fraudulent, or high-risk accounts to management for further investigation or action.

Support recovery strategies, including legal recovery or external agency engagement where applicable.

6. Compliance & Governance

Ensure all collection activities comply with the Bank's internal policies, regulatory requirements, and the Bank's Code of Conduct.

Adhere to Shariah principles and fair debt collection practices when engaging with customers.

7. Reporting & Operational Support

Support the Head of Collections and team in operational reporting, portfolio monitoring, and collection performance tracking.

Perform additional duties and operational tasks as assigned by management

Qualifications and Requirements

Diploma / Bachelor's Degree in Business, Finance, Economics, Banking, or related field.

Preferably 2 years and above experience in collections, recovery, or credit control in

banking/financial services.

Strong communication and interpersonal skills, with the ability to communicate with customers and collaborate effectively with various stakeholders.

Ability in analytical and problem-solving skills, with the ability to assess and address disputes/complaint customer and risk scenarios.

Ability to manage difficult conversations professionally

Good documentation and system recording discipline.

Familiarity with Malaysian regulatory requirements and guidelines for Islamic banking institutions.

Candidates with experience or familiarity in Islamic banking products are encouraged to apply, as this will be viewed as added value.