Proactively follow up with customers via phone calls, emails, SMS, and other communication channels to recover overdue payments.
Negotiate repayment plans and settlement arrangements with delinquent borrowers to achieve mutually acceptable outcomes.
Meet individual and team collection targets while maximizing recovery rates and minimizing delinquency levels.
Conduct regular account reviews and take appropriate actions to ensure timely payment collections.
Customer Management
Maintain professional and effective communication with customers throughout the collection process.
Address customer enquiries relating to outstanding balances, repayment schedules, and account status.
Perform daily follow-ups based on aging reports and collection priorities.
Conduct site visits when necessary to engage customers and support recovery efforts.
Compliance & Administration
Ensure all collection activities are conducted in compliance with KPKT regulations, internal policies, and established procedures.
Maintain accurate and up-to-date records of customer interactions, payment commitments, and collection activities.
Identify and escalate complex cases, disputes, potential fraud, or high-risk accounts to the relevant stakeholders for further action.
Ensure proper documentation and adherence to audit and regulatory requirements.
Reporting & Portfolio Management
Monitor portfolio performance and proactively manage overdue accounts to improve collection outcomes.
Prepare periodic collection reports and maintain accurate account records within the system.
Analyze collection trends, aging profiles, and recovery performance to identify areas for improvement.
Collaborate closely with Customer Service, Credit, and Legal teams to resolve cases and enhance overall recovery effectiveness.
Job Requirements
Diploma or Bachelor's Degree in Business, Finance, Banking, Accounting, or a related discipline.
Minimum 1–5 years of experience in collections, recovery, customer service, or credit management. Senior Associate candidates should possess more extensive relevant experience.
Proficient in Microsoft Office applications and collection management systems.
