Case Management Officer

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

Help people get their finances back on track — and grow your career while you do it

Our client is one of Australia's leading ASX-listed neo-lenders, on a mission to make credit fairer and help everyday Australians pay down debt sooner. In this role, you won't just process arrears cases — you'll be the person who turns a stressful financial moment into a real solution. If you're a natural problem-solver who's good on the phone and genuinely likes helping people, this role gives you the ownership, the training, and the clear next step to grow into.

About the Role

As a Case Management Officer, you'll manage a portfolio of customers who are further along in their arrears journey — the cases that need more than a script, and benefit from real judgement, negotiation, and empathy. You'll work closely with customers to find the right path back to financial stability, while collaborating with the hardship team and external partners to make sure every customer gets the support that fits their situation.

What You'll Do

• 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

What You'll Bring

• Prior experience working across all stages of collections, ideally including vulnerable, deceased, incarcerated, or insolvent debtor cases

• Working knowledge of the National Consumer Credit Protection Act, Australian Privacy Principles, debt collection guidelines, and the Credit Reporting framework

• A track record of strong customer service in a fast-paced, high-call-volume environment

• Confident verbal and written communication — you can talk comfortably with people at any level

• Sharp attention to detail with solid time management and multitasking skills

• A genuine drive to find solutions, not just close cases

• Strong dispute-handling, resolution, and negotiation skills

• Tech-savvy and quick to pick up new systems and processes

Nice to Have

• Prior experience in a hardship-specific role

What's In It For You

• Clear growth path — this role is a launchpad into a Financial Assistance Specialist position or broader opportunities across the Operations team

• Real ownership — you'll manage your own portfolio and make meaningful decisions on complex cases, not just follow a script

• A values-driven team — the team operates on principles like asking "what if," genuine care for the customer, and choosing growth over comfort

• Entry through senior levels available — whether you're building your telephone-based or customer service experience or bringing collections expertise, there's a level for you

Ready to Help Customers Get Back on Track?

If you're ready to bring your problem-solving, negotiation, and communication skills to a team that genuinely backs its customers, we'd love to hear from you.