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(Front End Collector) Collections Business Partner

2 weeks ago

Kuala Lumpur, Malaysia BigPay Full time

**What we do, and why we do it**

The banking system is evolving to give consumers the transparency, control and financial wellbeing they deserve. In a world where technology can change how we live for the better, there is no reason to be burdened by legacy systems, bureaucracy and mediocrity. It’s time for a change, and you can be part of this revolution

BigPay is everything you wish your bank was: fair, transparent, frictionless. We went back to the drawing board to explore how new technologies could bring power back to you. Our goal is to solve real world money problems for millions of people by empowering them, and providing a simple interface for users to send, receive and track their

money.

**Life at BigPay**

We’re fast, curious and ambitious. We are on a fearless adventure to change financial services for consumers, and we value ownership, initiative and leadership from everyone in the company. We’re going out of our way to recruit the most intelligent, creative and talented people in the world. We want innovators, and that means maintaining an environment where they can flourish. Our only boss is the consumer. BigPay values highly collaborative, hard

working people, who can deconstruct problems on the fly and take the team with them, while being inventive, iterative and agile. We never want to reach a stage where you are not challenged on a daily basis - because it means we’re not going fast enough.

**Description**
- Manage a portfolio of accounts in the early stage of delinquency (X/30/60 days past due), with the goal of minimising risk and preventing accounts from becoming delinquent (control forward flow/ push back)
- Identify and escalate potential fraud or high-risk situations
- Negotiate payment plans and assess financial hardship cases, offering solutions where appropriate.
- Keep informed of relevant policies and regulations related to collections under KPKT/BNM guidelines.
- Manage and prioritise a high volume of outgoing customer calls and follow-up calls.
- Escalate customer complaints and disputes to higher management to ensure effective response time.
- Monitor and report on collection performance and recommend improvements to collection strategies.
- Meet or exceed departmental and company-wide performance goals
- Continuously improve processes and procedures to increase efficiency and effectiveness
- Maintain a high level of customer service and professionalism at all times
- Educate customers on financial management, budgeting and credit counselling
- Back Up for teammates whenever necessary

**Requirements**:

- Proven experience as a collections officer or similar role for at least 2 years.
- Excellent communication and interpersonal skills.
- Ability to work independently and under pressure to meet deadlines
- Knowledge of unsecured loan collections and customer service charisma
- Familiarity with relevant laws and regulations of KPKT and BNM.
- Strong negotiation and problem-solving skills.
- Must be organised and able to manage a high volume of accounts effectively.
- Basic computer skills, including proficiency in Microsoft Office.

This is an excellent opportunity for a self-motivated individual who is seeking a challenging and rewarding role in a fast-paced fintech environment. If you have a passion in collections and recovery and are looking to develop your collections skills, we encourage you to apply.