Collection Advisor

We are looking for an experienced and results-driven Collection & Recovery Advisor to join our team at Amanah Kredit. The successful candidate will be responsible for managing overdue loan accounts, contacting customers regarding outstanding repayments, negotiating realistic payment arrangements and supporting the company's overall collection performance. The ideal candidate should have at least 2–3 years of hands-on experience in debt collection, loan recovery or credit management within the banking or lending industry. Key Responsibilities: A. Debt Collection & Recovery - Contact customers with overdue loan repayments through outbound calls and approved communication channels. - Manage assigned accounts across different Days Past Due (DPD) categories. - Negotiate repayment arrangements based on customers' financial circumstances and ability to pay. - Obtain and monitor realistic Promise-to-Pay (PTP) commitments. - Follow up on broken PTPs and overdue accounts according to company procedures. - Handle difficult or uncooperative customers professionally. - Encourage timely repayments and minimise delinquency. B. Collection Performance & Targets - Achieve daily, weekly and monthly individual collection targets. - Maintain a satisfactory Kept PTP rate and collection efficiency. - Prioritise assigned accounts based on delinquency status and recovery potential. - Identify reasons for non-payment and recommend appropriate repayment solutions. - Participate in collection improvement initiatives and performance coaching. C. Customer Communication & Negotiation - Communicate professionally with customers in Bahasa Malaysia and English. - Handle payment disputes, customer complaints and financial hardship situations with empathy. - Explain outstanding balances, repayment methods and applicable charges accurately. - Provide customers with approved payment channels and repayment instructions. - Escalate complex cases to the Team Leader when necessary. D. CRM & Daily Reporting - Update customer interactions, call outcomes, payment arrangements and follow-up actions accurately in the CRM. - Use company-approved autodialler and manual calling systems. - Monitor assigned accounts and follow up on repayment statuses. - Prepare daily collection updates and report unresolved cases. - Ensure customer records are accurate and properly maintained. E. Compliance & Professional Conduct - Follow company collection policies, standard operating procedures and applicable Malaysian laws, including the Moneylenders Act 1951 (Act 400), where relevant. - Protect customer information in accordance with the Personal Data Protection Act 2010 (PDPA). - Maintain ethical collection practices without harassment, intimidation or misleading statements. - Ensure all repayment arrangements and customer commitments are accurately documented. - Participate in quality assurance reviews, mock-call assessments and compliance training. Job Requirements: Education & Experience - Minimum SPM qualification; Diploma or Bachelor's Degree in Business, Finance, Banking or a related field is an advantage. - Minimum 2–3 years of relevant experience in debt collection or recovery within banking, consumer financing, fintech or licensed moneylending. - Experience handling overdue loan accounts and repayment negotiations. - Familiarity with DPD management, PTP monitoring and collection KPIs. - Experience using CRM systems, autodiallers or collection management platforms is preferred. Required Skills - Strong communication, persuasion and negotiation skills. - Good command of Bahasa Malaysia and English. - Ability to manage difficult customer conversations professionally. - Results-oriented with strong target achievement discipline. - Good time management and organisational skills. - Basic proficiency in Microsoft Excel and computer applications. - Ability to work independently and collaboratively. - High level of integrity, professionalism and accountability. Key Performance Indicators (KPIs) The Collection & Recovery Advisor will be assessed based on: - Individual monthly collection target achievement. - Kept Promise-to-Pay (PTP) rate. - Collection efficiency and repayment recovery. - Daily call productivity and customer contact rate. - Call quality, customer communication and compliance. - CRM accuracy, attendance and adherence to company SOPs.