Transactional Officer

Role Overview

The Collection Call Agent is responsible for conducting outbound and inbound collection calls to customers with overdue or charged‑off accounts. The role ensures timely recovery of outstanding debts while adhering to regulatory requirements, internal policies, and customer service standards. The incumbent must exercise strong negotiation skills, maintain professionalism, and manage sensitive customer information with integrity.

Key Responsibilities

1. Collection & Recovery Activities

• Conduct outbound calls to customers with delinquent or charged‑off accounts to negotiate and secure repayment commitments.
• Handle inbound calls related to account enquiries, settlement requests, and repayment arrangements.
• Persuade customers to make payments promptly and educate them on the consequences of prolonged delinquency.
• Perform skip‑tracing and update customer contact information when necessary.

2. Negotiation & Payment Arrangements

• Assess customers’ financial situations and propose suitable repayment plans or settlement options.
• Provide clear explanations on outstanding balances, interest charges, and repayment expectations.
• Escalate complex or high‑risk cases to supervisors as needed.

3. Compliance & Regulatory Adherence

• Ensure all interactions comply with internal policies, industry standards, and regulatory guidelines (e.g., BNM, PDPA, Fair Debt Collection practices).
• Maintain accurate, complete, and timely call logs and account notes in the collection system.
• Handle customer data with strict confidentiality.

4. Customer Service & Relationship Management

• Maintain a professional, empathetic, and respectful tone in all interactions, even with challenging customers.
• Resolve customer queries related to payment issues, account status, and recovery procedures.
• Manage customer objections and disputes diplomatically.

5. Performance & Reporting

• Meet daily, weekly, and monthly collection targets (recovery amounts, call volumes, right‑party contact rates).
• Update supervisors on progress, challenges, and potential risks.
• Prepare simple reports when required.

Qualifications & Experience

Education

• Minimum SPM / Diploma in any field.
• Higher qualifications are an advantage.

Experience

• 1–3 years of experience in collections, recovery, customer service, telemarketing, or related fields.
• Experience in banking, financial services, or debt recovery is preferred.

Skills & Competencies

• Strong communication and negotiation skills.
• Ability to remain calm and professional when dealing with difficult customers.
• Good analytical skills to assess customer financial capabilities.
• Basic computer literacy and experience with collection systems/CRM platforms.
• Ability to work under pressure and meet tight targets.
• High integrity and ability to handle confidential information.

Personal Attributes

• Results-driven and resilient.
• Confident, assertive, and able to take initiative.
• Patient, empathetic, and customer‑oriented.
• Strong sense of responsibility and discipline.