Collections Team Leader
2 weeks ago
**Job Purpose**:
To lead and supervise a team of debt recovery officers in achieving collection targets, ensuring quality service, compliance with policies, and continuous improvement in recovery strategies.
**Key Responsibilities**:
- **Team Supervision & Performance**:
- Monitor, guide, and motivate the debt recovery team to meet individual and team KPIs.
- Conduct regular performance reviews and coaching sessions.
- Allocate work and manage team schedules.
- **Debt Collection Strategy**:
- Support the development and implementation of effective recovery strategies.
- Review aged debt reports and follow up on high-value or difficult accounts.
- **Training & Development**:
- Assist in training new staff on procedures, scripts, and compliance.
- Provide ongoing support to ensure consistent performance and improvement.
- **Compliance & Quality Control**:
- Ensure team adheres to company policies, industry regulations, and customer service standards.
- Monitor calls or collection interactions for quality assurance.
- **Reporting & Communication**:
- Prepare daily/weekly/monthly collection reports for management.
- Escalate complex cases and suggest improvements to processes.
- Liaise with clients or other departments when required.
- **Problem Solving & Dispute Resolution**:
- Assist team in resolving customer disputes professionally.
- Handle escalated complaints or sensitive accounts.
**Requirements**:
- Experience in debt recovery, credit collection, or call center (2-3 years minimum preferred)
- Good leadership and communication skills
- Ability to motivate and manage a small to mid-size team
- Strong organizational and reporting ability
- Familiar with debt collection systems and basic Excel
Pay: RM2,000.00 - RM10,000.00 per month
**Benefits**:
- Health insurance
- Maternity leave
Work Location: In person
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