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 RoleYou'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 DoBe 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
Skills Required
- Strong verbal and written communication skills
- Solution-focused approach and confidence leading customer conversations
- Strong attention to detail
- Ability to manage multiple priorities
- Ability to learn new systems and processes quickly
- Availability for Manila-time shifts Monday through Friday, with flexibility
- Previous collections experience
What We Do
Satellite Office is a premium offshoring and staff-outsourcing provider that helps businesses build dedicated, high-performing teams in the Philippines. It recruits and supports talent across customer service, sales, IT and software development, finance, marketing, creative design, and back-office operations. Its end-to-end services include recruitment, onboarding, HR, payroll, technology infrastructure, facilities, and ongoing account management for international clients from offices in Australia, the United States, and the Philippines.
