Collections Specialist | Payment Resolution | Healthcare & FinTech

Turn Collections and Arrears Expertise Into Sustainable Payment Outcomes

Customer payment conversations create the greatest value when empathy, negotiation, and commercial judgment work together. The Collections Specialist will manage customer accounts, arrears, overdue payments, and payment arrangements while protecting customer relationships and business outcomes. Built for professionals with hands-on collections and customer service experience, especially across healthcare, FinTech, financial services, or payments, this role offers meaningful international exposure. With Emapta, Top 1% talent gains a Top 1% experience, continuous development, stability, and long-term global career growth.

Role Snapshot

• Employment Type: Indefinite
• Shift: Day Shift, Weekends Off
• Work Setup: Onsite, Kuala Lumpur

Benefits That Support Your Career

• Day shift schedule
• Fixed weekends off
• Government benefits
• Fifteen (15) days annual leave
• Career growth opportunities
• Diverse and supportive work environment
• Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)

Qualifications

• 3 to 5 years of hands-on Collections and Customer Service experience, directly managing customer accounts, payments, arrears, overdue balances, or payment arrangements
• Experience in FinTech, Healthcare, financial services, or another customer-facing payments environment is highly preferred
• Proven experience handling customer-facing collections and payment conversations, including payment terms, overdue accounts, payment arrangements, objections, negotiation, and account resolution
• Strong communication, negotiation, and objection-handling skills, with the ability to clearly explain payment expectations, consequences, options, and next steps
• High emotional intelligence and commercial judgment when determining whether to negotiate, educate, resolve, or escalate sensitive customer matters
• Strong attention to detail and process discipline across payment processing, account updates, record keeping, collection worklists, compliance requirements, and KPIs
• Working knowledge of customer privacy, compliant collection practices, and accurate record keeping, with confidence using multiple systems and digital channels
• Experience with NetSuite ERP, Genesys, CRM platforms, or arrears control systems is advantageous
• Beginner to intermediate Microsoft Excel proficiency is advantageous
• Resilient, accountable, and collaborative, with willingness to build strong product, service, and payment-term knowledge through onboarding and coaching

What You'll Own

Customer Engagement & Payment Solutions

• Engage customers and responsible parties through phone and digital channels with confidence, empathy, and professionalism
• Understand individual circumstances and identify reasons for missed, failed, or overdue payments
• Recommend appropriate payment options within approved policy guidelines
• Explain payment terms, expectations, consequences, and next steps clearly
• Use respectful negotiation and objection handling to reach practical, sustainable payment arrangements
• Build trust while maintaining accountability throughout every customer interaction

Payment & Arrears Management

• Complete daily collection activities for payment plan dishonours, defaults, and arrears
• Set up, amend, and manage approved payment arrangements accurately with clear customer agreement
• Process and apply payments through approved systems and payment facilities
• Apply approved dishonour fees for broken arrangements where required by policy and terms
• Monitor payment plans proactively and support customers in keeping arrangements on schedule
• Minimise arrears and bad debt through timely, appropriate customer engagement
• Maintain practical and sustainable payment arrangements aligned with business requirements

Compliance, Privacy & Record Keeping

• Complete required identification and verification before discussing customer account details
• Maintain complete, accurate, and audit-ready notes, records, payment details, and outcomes
• Protect confidential customer and payment information at all times
• Follow company policies, terms and conditions, debt collection guidelines, privacy obligations, and quality standards
• Demonstrate sound governance, ethical judgement, and prudent handling of customer and payment information
• Escalate complex matters, financial adjustments, vulnerabilities, complaints, and risks through appropriate channels

Performance & Continuous Improvement

• Complete allocated worklists and daily activities within required timeframes
• Work toward agreed collections, productivity, quality, compliance, and customer experience KPIs
• Use coaching, quality feedback, and performance data to strengthen capability and consistency
• Participate in onboarding, training, calibration, and development activities
• Identify recurring customer issues, process gaps, and improvement opportunities and raise them constructively
• Attend daily huddles and contribute to shared priorities, problem-solving, and team learning

Teamwork & Collaboration

• Communicate with colleagues and leaders professionally, pragmatically, and respectfully
• Share knowledge and support teammates in achieving daily priorities
• Collaborate across divisions when business needs arise
• Own individual outcomes while contributing to overall team success
• Support a high-performance culture based on reliability, openness, accountability, and follow-through

About the Client

Our client is an Australian-based financial services provider transforming patient payment solutions across healthcare practices. Through innovation and compassion, they simplify financial interactions between patients and healthcare professionals, helping make quality care more accessible and less stressful. With a strong presence across the dental and medical sectors, they deliver practical, customer-focused payment solutions that support sustainable financial outcomes and contribute to a healthier, more connected future.

Join the Top 1% Talent. A Better Career. A Better Life.

At Emapta, we believe in building careers that resonate with passion, purpose, and the vibrant spirit of Malaysia. Our diverse roster of over 1,200 international clients spans various industries, offering you a dynamic platform to showcase your skills and make a meaningful impact on a global scale. For over a decade, we have helped companies adapt to ever-changing market needs by providing access to a wide range of talent, office solutions, and more. Our mission is to hone your skills and help you reach the top and become part of the top 1% talent in Malaysia.

Emapta is more than just a company; it's a tight-knit community that values the unique blend of professionalism and Malaysian warmth. Our organization embodies a culture that encourages innovation, collaboration, and continuous learning. Share your passion and enthusiasm across the globe and enjoy the flexibility to thrive in your career while savoring the joys of life outside the office.

Be part of Emapta's story - a story that values diversity, celebrates success, and embraces the colorful culture of Malaysia.

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