Associate/ Senior Associate, Collections

Collections & Recovery

• Proactively follow up with customers via phone calls, emails, SMS, and other communication channels to recover overdue payments.

• Negotiate repayment plans and settlement arrangements with delinquent borrowers to achieve mutually acceptable outcomes.

• Meet individual and team collection targets while maximizing recovery rates and minimizing delinquency levels.

• Conduct regular account reviews and take appropriate actions to ensure timely payment collections.

Customer Management

• Maintain professional and effective communication with customers throughout the collection process.

• Address customer enquiries relating to outstanding balances, repayment schedules, and account status.

• Perform daily follow-ups based on aging reports and collection priorities.

• Conduct site visits when necessary to engage customers and support recovery efforts.

Compliance & Administration

• Ensure all collection activities are conducted in compliance with KPKT regulations, internal policies, and established procedures.

• Maintain accurate and up-to-date records of customer interactions, payment commitments, and collection activities.

• Identify and escalate complex cases, disputes, potential fraud, or high-risk accounts to the relevant stakeholders for further action.

• Ensure proper documentation and adherence to audit and regulatory requirements.

Reporting & Portfolio Management

• Monitor portfolio performance and proactively manage overdue accounts to improve collection outcomes.

• Prepare periodic collection reports and maintain accurate account records within the system.

• Analyze collection trends, aging profiles, and recovery performance to identify areas for improvement.

• Collaborate closely with Customer Service, Credit, and Legal teams to resolve cases and enhance overall recovery effectiveness.