Collection Representative (Dayshift - Onsite)

VAP

Cebu City

On-site

PHP 279,000 - 391,000

Full time

47 hours ago

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Benefits offered by this job

HMO w/ Dental Coverage

2-week paid Holiday Break

Fixed weekends off

Day shift schedule

Job summary

VAP in the Philippines seeks a Collection Representative to support financial hardship administration and collections within a lending environment. You will handle hardship requests, assist with overdue accounts, and coordinate with internal teams to ensure compliant, empathetic case management.

The ideal candidate will manage a caseload of complex customer situations, understand NCCP compliance, and use CRM/financial systems to keep accurate records while maintaining customer privacy and

Qualifications

Experience in financial hardship, collections, or customer service within a lending environment.
Experience assessing customers’ financial circumstances and negotiating repayment arrangements.
Ability to manage a caseload of complex customer situations.
Solid understanding of NCCP principles, lending processes, and compliance requirements.

Responsibilities

Receive, review, and process incoming hardship requests and documentation.
Check applications for completeness and follow up on missing information.
Record hardship information and outcomes in relevant systems.
Prepare cases for assessment by Financial Hardship Officer or decision-maker.
Monitor hardship queues and ensure progress within timeframes.
Maintain records of active, pending, and completed hardship matters.
Provide administrative support for hardship arrangements and account monitoring.
Assist Collections with overdue accounts administration and follow-ups.
Review account information and conduct routine repayments follow-ups.
Issue approved hardship and collection correspondence per processes.
Escalate complex or sensitive matters to the appropriate team.

Skills

Financial hardship

Collections

Customer service

NCCP compliance

CRM platforms

Tools

CRM systems

Financial systems

Job description

Experienced in financial hardship or collections support?

Confident handling sensitive customer situations and repayment concerns?

Skilled at managing complex cases while keeping processes compliant?

Make a difference through empathetic customer support and responsible account management.

About the Role

We’re looking for a Collection Representative to support financial hardship administration and collections activities within a lending environment. You’ll manage incoming hardship requests, assist with overdue accounts and repayment arrangements, communicate with customers, and coordinate with internal teams to ensure cases are handled accurately, sensitively, and in line with regulatory requirements.

Ideal Candidate (Must-Have Requirements)

Experience in financial hardship, collections, or customer service within a lending environment.
Experience assessing customers’ financial circumstances and supporting or negotiating repayment arrangements.
Proven ability to manage a caseload involving complex customer situations.
Solid understanding of financial hardship principles, lending processes, and relevant compliance requirements.
Working knowledge of the National Consumer Credit Protection (NCCP) framework.
Familiarity with regulatory timeframes and compliance frameworks is highly regarded.
Strong administrative, data entry, and record-management skills.
Empathetic and customer-focused, with the ability to handle difficult conversations professionally and respectfully.
Strong organisational and problem-solving skills, with the ability to manage competing priorities.
Proficiency in CRM platforms and financial systems.
Resilient and adaptable when handling sensitive cases and working under pressure.

Tasks and Responsibilities

Receive, review, and process incoming financial hardship requests and supporting documentation.
Check hardship applications for completeness and follow up on outstanding information or documentation.
Record hardship applications, supporting information, correspondence, and outcomes accurately in relevant systems.
Prepare cases for assessment by the appropriate Financial Hardship Officer or authorised decision-maker.
Monitor hardship administration queues and ensure applications progress within required timeframes.
Maintain accurate records of active, pending, and completed hardship matters.
Provide administrative support for hardship arrangements, reviews, and account monitoring.
Assist the Collections team with the administration and management of overdue customer accounts.
Review account information and conduct routine follow-ups on outstanding repayments and arrears.
Issue approved collections correspondence, notices, and account communications in line with established processes.
Monitor agreed payment arrangements and identify missed or unsuccessful payments requiring further action.
Assist with account maintenance, payment allocation queries, and general collections administration.
Manage collections work queues and ensure follow-up activities are completed or appropriately allocated.
Refer accounts requiring further collections action, specialist review, or escalation to the appropriate Collections Officer or Manager.
Provide administrative support for accounts progressing through later stages of collections, including asset recovery activities where applicable.
Communicate with customers professionally and sensitively, taking their individual circumstances into consideration.
Respond to general customer enquiries and explain administrative requirements and next steps without providing advice or making decisions beyond the authority of the role.
Issue authorised correspondence relating to hardship applications, information requests, repayment arrangements, reviews, and outcomes.
Escalate complex, sensitive, vulnerable customer, or complaint-related matters to the appropriate team member.
Ensure hardship activities comply with company policies, procedures, the NCCP, and relevant regulatory expectations.
Process hardship notices within applicable statutory timeframes.
Maintain accurate documentation and audit trails of hardship decisions, account activities, and actions taken.
Identify and elevate compliance issues, risks, or potential breaches, and support quality assurance reviews and audits.
Protect customer privacy and confidentiality and follow identity verification and information security requirements.
Identify customer complaints and refer dispute resolution matters to the appropriate complaints team.
Communicate hardship decisions clearly, including customers’ review rights when a financial hardship request is declined.
Liaise with Collections, Legal, Complaints, Compliance, and Customer Service teams to support case management and resolution.
Refer accounts back to the account manager once hardship arrangements are completed and repayments have been re-established.
Provide reports and updates on hardship activities, outcomes, and trends as required.
Identify and contribute to improvements in hardship processes, systems, and procedures.
Support broader financial hardship and collections team activities, business initiatives, and strategic priorities.
Perform other duties as directed by management.

Industry-leading benefits

HMO w/ Dental Coverage + Dependents
2-week paid Holiday Break. Enjoy the season without worrying about your work.
Fixed weekends off (Saturday and Sunday). Take control of your weekends, relax with loved ones, or indulge in your passions.
Take advantage of working the day shift schedule! Wake up to the sunrise and wind down as the sun sets.

We have a virtual recruitment process. What you need

Strong and Stable Internet Connection for uninterrupted video interviews
Laptop or PC with Webcam for online assessments and interviews

About VAP

VAP is a leading, fast-growing offshore staffing solution for Australian and New Zealand small and medium businesses. We recruit and manage virtual assistants (VAs) to empower business owners to achieve their goals. At the same time, we create meaningful opportunities for our staff in the Philippines to lead better lives.

We pride ourselves on having a supportive and collaborative team. We value energy, candid communication, and a high-performance work environment. We are looking for someone who fits well into this culture and can contribute positively to our team's dynamic.

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