Financial Assistance Officer

Help people get back on track — and grow your career in the process.

We're looking for a confident, solutions-focused Financial Assistance Officer to join a fast-moving Collections team supporting customers of a consumer lending business in the earliest stages of financial difficulty. This isn't a script-reading role — you'll be trusted to lead real conversations, find workable solutions, and help shape how the team improves over time.

About The Role

You'll be the first point of contact for customers navigating early arrears (within their first 1–90 days), working both inbound and outbound to understand their situation and get repayments back on track. It's a role built for someone who can hold a conversation with confidence, think on their feet, and genuinely wants to find the right outcome for the person on the other end of the line.

What You'll Do

• Be the first point of contact for customers reaching out about financial difficulty (calls and emails)
• Proactively connect with customers in early arrears to talk through payment options
• Process over-the-phone payments and set up payment arrangements
• Support customers who want to pay out their loan or update account details
• Coordinate default and legal notice issuance where required
• Work closely with the case management team and external partners to keep customers supported
• Help spot opportunities to improve how the team works, not just follow the process
  
  

• Strong verbal and written communication skills — you can talk to anyone, at any level, with confidence
• A genuine drive to find solutions, not just process cases
• Sharp attention to detail and the ability to juggle multiple priorities
• Comfort picking up new systems and processes quickly
• Availability for Manila-time shift hours, Monday to Friday (with some flexibility required as hours may shift)
  
  

• Previous experience in a collections role — helpful, but not essential; full training is provided
  
  

• Full training provided — you'll be set up to succeed, not thrown in cold
• A role with real scope to grow into — this is positioned as a senior-track opportunity with a genuine path to shaping team process, not a static call-handling seat
• The chance to build serious negotiation, compliance, and dispute-resolution skills in a regulated environment
• A team culture built around actually helping people, not just hitting call counts