The Mission
Direct Lending is a fast-growing, award-winning lending fintech on a mission to empower people's lives with simple and responsible financing. Having built a sustainable, profitable foundation, we are now entering a scaling-up phase. Our roadmap is clear: scale our needs-based financing, grow our revenue 5X and become IPO-ready by 2030.
We are looking for a Collection Executive / Senior Executive to be a critical guardian of our portfolio health. You will be responsible for efficiently managing a high-volume accounts receivable portfolio (1,000-5,000) and ensuring timely repayments while maintaining the trust and integrity of our customer relationships. This is a role for a firm yet empathetic communicator who thrives on hitting targets and maintaining a high-quality loan book.
Why Join Direct Lending?
- Direct Impact on Sustainability: You are on the front lines of ensuring our business remains profitable and sustainable. Your success directly fuels our ability to lend to more people in need.
- A Culture of Respect: We believe in "responsible financing." You will be trained to recover funds using professional, ethical, and effective communication strategies—not high-pressure tactics.
- Fast-Paced Career Growth: As our loan book grows 5X, our collections department will expand. High performers experienced in high-volume account management will have the opportunity to grow to senior level or lead the team.
Your Core Responsibilities
- Portfolio Management & Recovery
- High-Volume Management: Oversee and proactively manage a large-scale collection portfolio consisting of 1,000 to 5,000 accounts, maintaining optimal recovery rates across all tiers.
- Proactive Contact: Monitor aging reports and systematically contact customers with overdue accounts via phone, email, and messaging platforms using high-efficiency workflow strategies.
- Strategic Negotiation: Negotiate feasible repayment plans and settlements for customers facing financial difficulties, ensuring a win-win outcome.
- Target Achievement: Consistently meet or exceed monthly collection targets and recovery KPIs across a multi-thousand account base.
- Documentation & Reporting
- Data Integrity: Maintain meticulous, real-time records of all collection activities, payment promises, and customer interactions in the Collection system.
- Trend Analysis: Aggregate insights from a large volume of borrower interactions to provide data-driven feedback to the Credit Team, helping refine lending criteria and mitigate future risk.
- Compliance & Professionalism
- Regulatory Compliance: Ensure all collection efforts strictly adhere to industry regulations, Fair Debt Collection Practices, and internal SOPs.
- Brand Representation: Maintain a professional and empathetic tone at all times to protect the company’s reputation.
Who You Are
- Experienced: 1-3 years of experience in debt collection, tele-collections, or credit control, preferably within fintech, banking, or licensed moneylending. Proven experience successfully managing a high-volume portfolio of 1k–5k accounts is highly advantageous.
- Exceptional Negotiator: You have the ability to speak easily, confidently, and persuasively to handle difficult conversations with composure and persuasiveness.
- Target-Driven: You are motivated by numbers and take pride in lowering NPL (Non-Performing Loan) ratios.
- Resilient & Persistent: You have a thick skin and the grit to follow up consistently until a resolution is reached.
- Tech-Savvy: Comfortable using collection software, CRMs, and basic Excel/Google Sheets to track your performance.
- Multilingual: Proficiency in English and Bahasa Malaysia is required; the ability to speak Mandarin or other local dialects is a significant advantage for customer outreach.
Working at Direct Lending
We value direct communication, evidence-based decision-making, and people who take ownership without being told. Our values are:
- Right thing, always — act with integrity
- Ownership — own outcomes, not tasks
- One team — collaborate, never silo
- Today's best is tomorrow's benchmark — improve continuously
- Serve customers first — every decision starts with the customer