Credit Recovery and Collection Officer

Job description:

Department | Team :Collections | Tele-Collections

Reporting to :Operations Manager

Level :Staff

Location : Kuala Lumpur | Malaysia

Employment type : Full Time

Salary range : Based on company salary system of Operations staff

Tentative Start-date : December 2025

Confidentiality Obligations

The Employee is liable for keeping the confidentiality of all technological and business secrets of the Company during the employment.

Role Purpose:

Plays a crucial role in maintaining the financial health of Rock Wing Capital by ensuring that outstanding debts are collected efficiently and ethically.

The Credit Recovery Officer is responsible for managing and overseeing the recovery of overdue or outstanding debts from customers or clients. This role ensures that payments are collected efficiently and in accordance with the company's policies, while maintaining professional relationships with clients.

Key Responsibilities:

Debt Collection:

• Monitor overdue accounts and actively pursue payment from customers with unpaid balances.

• Contact customers via phone, email, or in writing remind them of outstanding payment.

• Negotiate payment plans with customers, aiming to recover funds while maintaining positive customer relations.

• Use collection software and databases to track accounts and update customer information.

Account Management:

• Review credit reports and account histories to assess risk levels and determine recovery strategies.

• Identify high-risk accounts and escalate them to senior management or legal teams as necessary.

• Maintain accurate records of customer interactions and recovery efforts, ensuring all actions are compliant with industry regulations.

Customer Support:

• Engage with customers to resolve payment disputes, offering solutions that benefit both the customer and the organization.

• Advise clients on their payment options, explaining the consequences of non-payment and the impact on their credit score.

• Maintain professionalism, patience, and empathy during interactions to preserve customer relationships.

Reporting and Documentation:

• Prepare regular reports on outstanding accounts, payment collections, and recovery progress.

• Maintain accurate, up-to-date records of collections actions, including client communications, agreements, and escalations.

• Ensure all documentation and communications related to debt recovery are properly recorded and stored in the working system confidentially.

Job Requirements:

• Education: A high school diploma or equivalent is required, and a related field is preferred.

• Experience: Previous experience in collections, finance, or customer service is typically required. Experience in credit recovery/Collection or a similar field will be advantage.

• Skills

• Strong communication and negotiation skills (both verbal and written) in Bahasa Malaysia and English. Proficiency in Mandarin or other languages may be an advantage.

• Problem-solving and analytical skills.
• Ability to work under pressure and meet recovery targets and deadlines.
• Proficient in Microsoft Office (Excel, Word, Outlook) and familiarity with debt recovery systems.
• Knowledge of relevant debt recovery laws and regulations and debt recovery practices.
• Customer-centric mindset with excellent interpersonal skills and the ability to handle sensitive situations delicately.

Benefits:

• Competitive salary and benefits package.

• Opportunities for career growth and advancement within the organization.

-working environment in a modern office located in the vibrant Bangsar South (KL Gateway Mall), just a 5-minute walk to the University LRT station via a connected bridge.

Apply today and start your journey with us

Benefits:

• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development

Expected Start Date: 1/12/2025