Arrears Resolution Specialist

Satellite Office; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

Satellite Office is seeking a Case Management Officer to manage a portfolio of arrears cases and guide customers back to financial stability. You will negotiate payment arrangements, collaborate with hardship teams, and coordinate with external partners to ensure tailored support for each customer.

The role emphasizes proactive problem-solving, strong communication, and adherence to credit and privacy guidelines to protect customer interests and the company’s compliance standards.

Qualifications

• Experience across all stages of arrears including vulnerable, deceased, incarcerated, or insolvent debtors.
• Knowledge of the NCCP Act, Privacy Act, debt collection guidelines, and credit reporting frameworks.

Responsibilities

• Manage a portfolio of customers across all stages of arrears, including complex cases involving deceased, incarcerated, and insolvent debtors.
• Connect with customers via inbound/outbound calls and email to understand their situation and find a path forward.
• Negotiate and set up payment arrangements, and support customers who want to pay out their loan or amend account details.
• Identify hardship triggers early and work with the hardship team to shape the right outcome for each customer.
• Liaise with external partners and third parties to keep support seamless for our customers.
• Coordinate the issuance of default and legal notices when required.
• Keep every interaction compliant with the NCCP Act, Privacy Act, debt collection guidelines, and credit reporting framework.
• Take on ad hoc projects and activities as the team's needs evolve.

Skills

Arrears management

Negotiation

Customer service

Phone communication

Attention to detail

Job description

Satellite Office is seeking a Case Management Officer to manage a portfolio of arrears cases and guide customers back to financial stability. You will negotiate payment arrangements, collaborate with hardship teams, and coordinate with external partners to ensure tailored support for each customer.

The role emphasizes proactive problem-solving, strong communication, and adherence to credit and privacy guidelines to protect customer interests and the company’s compliance standards.