LOW SHIN WAN

• Manage 17 personnel comprising 1 Manager, 3 Team Leaders, 10 Recovery Officers and 3 Field Visit Officers.
• Led collection managers, portfolio managers and team leaders, and set clear KPIs and incentive schemes.
• Own hiring, training, succession planning and retention.
• Build a performance culture while keeping conduct standards firm.

Led recovery operations for MBSB, BKRM and KPKT portfolios including Nimbura.

• Increased MBSB collections by RM100K+ per month through targeted strategies and team engagement.
• Increased BKRM collections by RM100K+ per month by implementing effective collection techniques and monitoring performance.
• Developed and implemented collection strategies to enhance portfolio performance.
• Set the collection strategy and annual targets across portfolios, segmented by stage (early, mid, late, NPL or charged-off), product type and client.

Reviewed and analysed recovery performance metrics, implementing corrective actions for underperforming portfolios.

• Decide how accounts are allocated across teams, channels (call, SMS, field, legal) and external partners.
• Forecast monthly and quarterly recovery and report to senior management.
• Managed client relationships to ensure satisfaction and meet contractual obligations.

Be the senior contact for client banks, telcos and other creditors on performance, escalations, contract terms and SLAs.

• Take part in tenders, pitches and portfolio proposals, including pricing and commission structures.
• Support onboarding of new portfolios and manage returns or recalls of existing ones.
• Cultivated a collaborative team environment to enhance performance and engagement.

Monitored compliance with legal standards to mitigate risks in collection processes.

• Make sure operations follow each client's collection code of conduct, Bank Negara Malaysia's fair debt collection guidelines, PDPA and other applicable laws.
• Oversee quality control, complaint handling and investigation of misconduct, and take accountability when issues arise.
• Prepare for client and regulator audits, and manage data security and confidentiality.

Oversaw technology systems to optimise collection processes and reporting.

• Oversee the collection system, dialer, skip tracing, reporting dashboards and automation, including AI or digital tools for reminders and early-stage collection.
• Improve processes and workflows to raise productivity and lower cost.
• Manage the department budget, headcount and operating costs.

Coordinated recovery strategies involving legal actions and field operations.

• Set policy for legal action, field visits, repossession and asset tracing, and manage panel lawyers and field agents.
• Approve settlements and discounts within delegated authority, and escalate the rest to clients.

• Reviewed AI customer chats and calls for accuracy, tone, and payment progress.
• Communicated QC results (scores, error trends, complaint and incident counts) to management and clients.
• Conducted day-to-day reviews of AI collection tools and fintech recovery operations.
• Assessed AI collection stage fit, ensuring timely reminders and appropriate commitments.
• Ran refresher training for staff based on QC findings.
• Flagged incorrect responses, inappropriate language, or failures to escalate when they happen.
• Checked that account notes, payment records and promise-to-pay entries are accurate and complete.
• Reviewed scripts, procedures and workflows, and recommend improvements.
• Acted as primary contact for clients regarding reporting, disputes, and complaints.

• Achieved RM150K peak monthly collections with only 3 collectors.
• Ranked #1 among competing agencies during evaluation period.
• Ran regular reviews with team leaders and collection managers, and adjusted account allocation to the best-performing collectors.
• Reported ageing movement and recovery against the bank's targets.
• Forecasted monthly recovery and updated it against actuals.
• Segmented accounts by recovery potential, for example contactable, skip, legal-ready, settlement-ready or uncollectable.
• Set a strategy per segment, such as call intensity, field visits, skip tracing, settlement offers or referral to panel lawyers.
• Analysed placement files, including account count, outstanding balances, product mix, ageing, charge-off status, and prior collection history, to inform collection strategies.
• Reviewed proposed settlements and restructuring requests, and routed those beyond agency authority to the bank for approval.
• Served as primary liaison for bank's recovery and collections team, facilitating communication and coordination.
• Compiled daily, weekly, and monthly recovery reports and participated in performance reviews to assess team effectiveness and identify improvement areas.
• Managed escalations, disputes, complaints, and requests for account recalls or returns to ensure timely resolution and maintain client satisfaction.
• Led the newly appointed RHB collection portfolio covering multiple banking products.

• Achieved monthly collections of RM800K for OCBC and RM1.3 million for CIMB by implementing targeted strategic initiatives.
• Managed collection operations for OCBC and CIMB portfolios, directing a team of 20 staff to achieve collection goals.
• Collaborated with team members to achieve target results.
• Managed complaints with calm, clear communication and problem-solving.
• Maintained clean, safe working environments to eliminate accident risks.

• Oversaw operations of 10 debt collection agencies managing AmBank portfolios to maintain compliance and effectiveness.
• Developed and delivered comprehensive training programmes, improving team skills and performance.
• Monitored staff performance and developed improvement plans.
• Managed inventory control, reducing waste and ensuring optimal stock levels at all times.

• Achieved RM5.4 million peak monthly collection and RM3–4 million monthly average.
• Led team of 48 staff and 2 managers to drive collection performance.
• Acted as the primary contact for client banks and businesses, providing portfolio updates, managing reporting, disputes, and escalations.
• Ensured team compliance with client's collection code of conduct and local regulations.
• Resolved client complaints and conducted investigations into potential collector misconduct.
• Oversee the collection system, dialler and workflows, including skip tracing and data enrichment.
• Coordinated field collectors, repossession agents, and panel lawyers for legal actions on larger or non-responsive accounts.
• Manage the department budget and operating cost.
• Prepare for client and regulator audits.
• Prepare regular recovery reports and attend review meetings.
• Support tender or pitch preparation for new portfolios.
• Maintain data protection and confidentiality standards.

• Led CIMB recovery operations and consistently exceeded collection targets.
• Established monthly and weekly recovery targets, tracking progress against client SLAs to ensure compliance and performance.
• Monitored key metrics, including recovery rate and liquidation rate, to assess performance and inform operational adjustments.
• Analyse results and adjust call, field and legal strategies when a portfolio underperforms.
• Recruit, train and coach team leaders and collectors.
• Conducted daily briefings and performance reviews, managing team incentives and addressing underperformance to enhance team accountability.
• Be the main contact for client banks or businesses on portfolio updates, reporting, disputes and escalations.
• Assigned accounts to team members for effective management and follow-up. and set call and visit schedules.
• Prepare regular recovery reports and attend review meetings.

• Managed early-stage delinquency accounts, consistently exceeding collection targets through effective communication and negotiation.
• Secured payment agreements, outlining specific dates and amounts to ensure accountability, and followed up on broken commitments to facilitate timely payments.
• Remind customers of the overdue amount, due date and any late charges, and find the reason for non-payment (forgot, cash flow problem, dispute, hardship).
• Provided customers with options for payment arrangements, including reminders and extensions.
• Made outbound calls from daily call lists and dialer queues.
• Verified customer identity before discussing delinquent account details.
• Issued reminders via SMS, email, and letter to inform customers of overdue accounts.
• Logged all customer communications meticulously in the collection system for future reference. accurately in the collection system, including outcome, PTP details and any dispute or complaint.
• Escalated issues to team leader regarding unreachable customers or debt disputes, ensuring appropriate handling of cases involving hardship or vulnerability.

• Managed collection calls and negotiated payment arrangements with debtors to minimise outstanding balances.
• Achieved debt collection targets in line with agreed deadlines.
• Collaborated with team members to achieve monthly collection targets and improve department efficiency.
• Initiated a debt collection career and developed recovery expertise to manage and resolve outstanding debts.