Recovery Officer

Company Description Mercantile Shared Services Sdn. Bhd. is a Malaysian debt recovery agency that provides professional collection and recovery solutions for banks, financial institutions, cooperatives, and corporate clients. With extensive experience in financial recovery operations, the company helps clients improve recovery performance while upholding strict standards of compliance, professionalism, and customer engagement. Its operations are supported by specialized recovery, compliance, management, and IT teams to deliver secure, efficient, and scalable recovery solutions. Mercantile Shared Services places strong emphasis on regulatory compliance, data protection, operational resilience, and business continuity to meet the expectations of modern financial institutions. Headquartered in Petaling Jaya, Selangor, the company is committed to ethical, professional, and results-driven recovery services across Malaysia.Role Description The Recovery Officer is responsible for managing and executing debt recovery and collection activities for assigned portfolios in a professional and compliant manner. This full-time, on-site role based in Petaling Jaya involves contacting customers through phone calls and written communication, negotiating repayment arrangements, and monitoring payment commitments. The Recovery Officer will update and maintain accurate records in recovery systems, prepare basic reports on collection performance, and escalate complex cases to senior team members where necessary. The role includes collaborating with internal teams such as compliance and IT, adhering to regulatory and company policies, and ensuring that all customer interactions are handled respectfully and in line with ethical recovery practices.QualificationsCandidates should possess strong communication and interpersonal skills, including clear telephone etiquette, negotiation abilities, and customer service orientation.Candidates should possess basic analytical and problem-solving skills, including the ability to review account information, assess repayment options, and identify potential risks.Candidates should possess sound organizational and time-management skills, including the ability to manage multiple accounts, meet targets, and maintain accurate documentation.Candidates should possess digital literacy skills, including proficiency with office software, recovery or CRM systems, and basic data entry and reporting.Candidates should possess a solid understanding of or willingness to learn relevant regulatory, compliance, and data protection requirements within the financial and recovery industry.Candidates should possess the ability to work collaboratively within a team environment, respond positively to feedback, and adapt to changing operational priorities.Relevant work experience in collections, customer service, banking, or financial services is beneficial; experience in a debt recovery agency environment is an advantage.A minimum of a high school diploma; a certificate or diploma in business, finance, or related fields is an added advantage. Fluency in English and Bahasa Malaysia is preferred, with additional languages considered a plus.