ATX MYLOANHUB SDN. BHD. Hiring! Full Time Collection-Recovery Officer (willing to work weekends) in Federal Territory, Earn up to MYR 2,600 - Ricebowl

About Nimbura

Nimbura Sdn. Bhd. is a growing fintech company based in Bangsar South, Kuala Lumpur. We are focused on building efficient, technology-driven financial solutions while maintaining strong standards in operations, compliance and customer management.

As our business continues to grow, we are strengthening our recovery function and looking for capable team members who are comfortable working in a fast-paced environment and collaborating across different departments.

The Recovery Officer is responsible for managing an assigned portfolio of overdue customer accounts and driving effective recovery outcomes through professional, compliant, and customer-focused engagement.

The Recovery Officer is expected to balance achievement of collection targets with appropriate customer treatment, data confidentiality, operational procedures, and Nimbura’s regulatory and compliance requirements.

Key Responsibilities

• Manage an assigned portfolio of overdue customer accounts according to the designated ageing bucket, recovery strategy, and departmental priorities.
• Contact customers through approved communication channels, including outbound calls and authorised digital communication platforms.
• Review the customer’s account status, outstanding balance, payment history, previous interactions, and relevant case information before initiating engagement.
• Conduct professional, respectful, and effective recovery conversations aimed at resolving outstanding obligations and achieving appropriate payment outcomes.
• Secure realistic and valid Promise to Pay (PTP) commitments and maintain disciplined follow-up until payment is received, the commitment is revised, or the case requires escalation.
• Where applicable, identify customers who may qualify for approved payment arrangements, extensions, or other available programmes and communicate the relevant process accurately.
• Maintain complete and accurate records of customer interactions, call outcomes, PTPs, dispositions, follow-up actions, and case developments within the CRM and relevant collection systems.
• Use predictive dialers, CRM platforms, reporting tools, spreadsheets, and other systems provided by Nimbura in accordance with established operating procedures.
• Ensure assigned accounts are actively managed and that agreed customer follow-ups, internal actions, and escalation timelines are completed promptly.
• Escalate customer complaints, disputes, vulnerable-customer concerns, suspected fraud, incorrect account information, compliance concerns, or other exceptional cases through the appropriate internal channels.
• Collaborate with Team Leaders, Digital Collection, Operations, Customer Service, Compliance, and other relevant stakeholders to support effective case resolution.
• Work consistently towards individual and team collection targets, productivity expectations, service standards, and departmental KPIs.
• Participate in coaching, quality reviews, performance discussions, training, and improvement initiatives where required.
• Maintain professional workplace conduct and safeguard customer, employee, and company information against unauthorised access or disclosure.
• Follow approved collection scripts, communication standards, quality requirements, internal policies, and applicable legal and regulatory requirements.
• Perform other recovery-related duties reasonably assigned based on operational and business requirements.

Key Performance Indicators (KPIs)

Performance may be assessed against a combination of quantitative and qualitative measures, including:

• Collection amount and/or collection rate
• PTP count and PTP value
• Kept PTP percentage
• Contactable rate
• Right-Party Contact (RPC) / successful customer contact rate
• Productive call activity and talk time
• Follow-up completion rate
• Case management accuracy
• Call quality / Quality Assurance (QA) score
• Disposition and CRM data accuracy
• Productivity and portfolio management
• Attendance and punctuality
• Adherence to assigned working schedules and operational requirements
• Compliance with approved collection practices, policies, and procedures

KPIs may be reviewed or adjusted periodically in line with business requirements, portfolio performance, operational priorities, and management direction.

Job Requirements

• Minimum SPM, Diploma, or equivalent qualification. Willing to work assigned schedules, including weekends, overtime, or public holidays where required by operational needs.
• Previous experience in debt collection, telecollection, customer service, banking, fintech, or financial services is preferred.
• Fresh candidates with strong communication skills and willingness to learn may also be considered.
• Good communication skills in Bahasa Malaysia; additional languages are an advantage.
• Confident, professional, and able to communicate firmly but respectfully with customers.
• Good negotiation, persuasion, and problem-solving skills.
• Results-oriented and comfortable working towards individual and team targets.
• Comfortable using CRM systems, dialers, spreadsheets, and digital communication tools.
• Able to manage a high volume of accounts and follow-ups with good attention to detail.

Pay: RM2,400.00 - RM2,600.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Work Location: In person