Key Responsibilities
Debt Recovery & Follow-ups
- Proactively follow up on overdue accounts via phone, email, and digital channels to ensure timely payments.
Customer Engagement
- Engage with customers in a courteous and firm manner to resolve billing disputes and payment issues.
Monitoring & Reporting
- Track and report on collection metrics (DSO, recovery rates, aging reports), flagging risks to the Finance or Risk team.
Negotiations & Payment Plans
- Assess customers’ ability to pay and propose realistic repayment plans where necessary, in line with company policy.
Coordination with Debt Collection Agencies
- Collaborate closely with external debt collection agencies to manage escalated cases, monitor recovery progress, and ensure service-level expectations and compliance standards are met.
Cross-functional Coordination
- Liaise with Customer Support, Finance, and Legal to address escalated cases and ensure accurate record-keeping.
Compliance & Recordkeeping
- Maintain detailed records of interactions and outcomes to ensure audit-readiness and compliance with regulatory requirements (e.g. PDPA, MAS guidelines if applicable).
✅ Requirements
- Proven experience in collections, credit control, or account receivables (1–3 years ideally in fintech, telecom, or consumer services).
- Strong verbal and written communication skills, with fluency in [English / other relevant languages].
- Ability to remain calm and tactful under pressure.
- Familiarity with CRM tools and accounting systems (e.g. Salesforce, QuickBooks, Xero).
- Good understanding of credit risk and debt recovery practices.
- Empathetic, yet assertive; able to balance customer service with business outcomes.
💡 Bonus Points
- Experience working in a startup or fast-paced, tech-driven environment.
- Prior exposure to regulated industries (e.g. lending, insurance, payments).
- Understanding of local regulatory requirements related to debt recovery (e.g. Singapore’s Credit Collection Practices, MAS rules).
