Join PROTON Capital Sdn. Bhd., the newly established automotive financing company and help shape the future of mobility in Malaysia!
We're assembling a high-performing team of passionate, driven individuals who bring experience and a commitment to excellence.
If you're ready to contribute your expertise, take ownership, and grow with an organization at the very start of its journey, we want to hear from you
Key Job Responsibilities
A. Collection Operations & Process Execution
- Support the implementation and day-to-day execution of the company's end-to-end collection processes covering pre-delinquency reminders, early-stage, mid-stage and late-stage collection, legal action, repossession and recovery.
- Supervise assigned collection activities and ensure cases are followed up promptly and in accordance with approved collection procedures and timelines.
- Monitor daily collection activities, case allocation, follow-up actions, promises to pay and recovery results.
- Ensure collection staff follow approved SOPs, call scripts, customer treatment standards and escalation procedures.
- Identify operational issues and recommend process improvements to superiors.
B. Collection Strategy & Performance Monitoring
- Execute approved collection strategies and customer treatment approaches across assigned delinquency buckets.
- Support the segmentation and prioritization of collection accounts based on delinquency status, customer profile, payment behaviour and recovery potential.
- Monitor collection performance against daily, weekly and monthly targets.
- Analyze bucket-level performance, payment trends, promises to pay, roll rates and recovery results and highlight areas requiring management attention.
- Provide operational feedback to superiors on the effectiveness of collection strategies and customer responses.
C. Third-Party Collection & Recovery Coordination
- Coordinate day-to-day activities with appointed external collection agencies and repossession vendors for assigned cases.
- Monitor agency and vendor performance against agreed collection and recovery targets.
- Follow up on outstanding agency cases, repossession assignments and recovery actions.
- Verify collection and recovery updates submitted by external service providers and escalate discrepancies or performance issues to superiors.
- Coordinate with law firms, auctioneers and other service providers on assigned cases as required.
D. Customer Negotiation & Repayment Arrangements
- Engage customers to resolve overdue accounts and negotiate repayment arrangements within approved company policies and delegated authority.
- Assess customer circumstances and recommend appropriate repayment options, including rescheduling, restructuring or settlement, for management approval where required.
- Monitor customer promises to pay and ensure agreed repayment arrangements are properly recorded and followed up.
- Escalate high-risk, sensitive, disputed or complex customer cases to superiors.
E. Complaint Handling & Compliance
- Handle first-level customer complaints relating to collection activities and work towards timely resolution in accordance with approved procedures.
- Escalate complex, repeated or potentially regulatory-sensitive complaints to superiors and Legal & Compliance.
- Ensure all customer communications and collection activities comply with applicable laws, regulations and company policies.
- Maintain accurate records of customer interactions, repayment arrangements, complaints, collection actions and case outcomes.
- Ensure proper documentation and audit trails are maintained for assigned accounts.
F. Fraud Early-Warning & Recovery
- Identify and flag potential fraud indicators, unusual customer behaviour, suspicious payment patterns or other high-risk cases during collection activities.
- Escalate suspected fraud cases to the appropriate Risk/Fraud function and superiors.
- Assist in the follow-up and recovery of confirmed fraud cases.
- Record and consolidate relevant fraud observations and recurring patterns for management review.
G. MIS, Reporting & Analytics
- Prepare collection reports for assigned portfolios or delinquency buckets.
- Monitor key collection indicators including delinquency levels, roll rates, promises to pay, cure rates, recovery rates and outstanding balances.
- Ensure collection data is complete, accurate and updated within the required timelines.
- Assist superiors in analyzing collection trends, identifying root causes and developing operational improvement recommendations.
- Support the preparation of management reports, regulatory submissions and audit information as required.
H. Process Improvement & Other Responsibilities
- Identify operational gaps, inefficiencies and recurring collection issues and recommend practical improvements.
- Participate in the implementation and testing of collection system enhancements, including UAT and process changes.
- Support superiors in reviewing collection scripts, SOPs, workflows and operational guidelines.
- Perform other collection and recovery-related duties assigned by superiors.
Job Requirements
- Bachelor's degree or above, preferably in Finance, Economics, Management, Business Administration or a related field.
- Minimum 5 years of experience in financial services operations, with at least 2 to 3 years in collection, recovery or asset management within a bank, auto finance company, financial institution or non-bank lending institution.
- Working knowledge of Malaysian regulatory requirements relevant to consumer collection, including the Hire Purchase Act 1967, BNM requirements on fair debt collection, PDPA 2010 and Consumer Protection Act 1999.
- Experience in supervising collection activities across one or more delinquency buckets, preferably including early-stage, late-stage and recovery activities.
- Experience coordinating with third-party collection agencies, repossession vendors, law firms or other external recovery service providers would be an advantage.
- Familiarity with the Malaysian auto finance market, dealer ecosystem, vehicle repossession and auction processes.
- Good numerical and analytical skills, with the ability to interpret collection performance reports and identify operational trends.
- Good customer negotiation, communication and problem-solving skills.
- Ability to supervise, coach and motivate collection staff and work effectively with internal and external stakeholders.
- Proficient in Microsoft Office; familiarity with collection management systems or lending systems would be an advantage.
