Background

NNx was engaged by leading consumer finance and retail organisations to manage the recovery of consumer-related outstanding bills. These portfolios primarily involved non-performing loans (NPLs) and written-off accounts, requiring a disciplined, segmented, and realistic recovery strategy due to varying consumer profiles and account ageing.

Key clients under this category included:

• Aeon Credit Service (M) Sdn Bhd

• Courts Mammoth Sdn Bhd

• Singer (M) Sdn Bhd

Scope of Assignment

The accounts assigned to NNx varied widely in nature, ranging from delinquent consumer instalment plans to fully written-off balances. Case allocations fluctuated over time depending on client requirements, volume, and portfolio performance reviews.

NNx was responsible for managing recovery efforts across multiple consumer segments while maintaining compliance, client reputation, and realistic collection expectations.

Strategy & Execution

NNx adopted a segmented recovery approach, classifying accounts by:

• Account status (non-performing vs written-off)

• Outstanding balance size

• Consumer reachability and response probability

The recovery strategy emphasised structured follow-ups, prioritisation of higher-probability accounts, and controlled cost management to ensure efficiency without overcommitting resources to low-yield cases.

Results & Performance

Across the three main consumer finance clients, NNx consistently delivered average monthly collections ranging from RM80,000 to RM200,000 per client, depending on:

• The number of cases allocated during the period

• The quality and age of the assigned accounts

This performance demonstrated NNx’s capability to sustain meaningful recovery levels even within challenging consumer portfolios.

Additional Consumer Segments

For other consumer-related portfolios such as medical bills and cooperative loans, recovery performance was comparatively lower due to:

• The nature of the outstanding balances

• Limited or outdated consumer contact information

• Lower repayment capacity among debtors

For these segments, NNx achieved average monthly collections ranging from RM5,000 to RM10,000 per client, reflecting a realistic and transparent assessment of recoverability rather than inflated projections.

Outcome

The Consumer Bills Recovery Programme highlighted NNx’s ability to manage diverse consumer portfolios with varying risk profiles. By applying pragmatic recovery strategies and maintaining honest performance reporting, NNx delivered consistent results while preserving client trust and operational efficiency across consumer finance and retail sectors.