CSR Collections Officer | Onsite, BGC

Satellite Office; Taguig; Hybrid; PHP 201,000 - 357,000; Full time

Job summary

Satellite Office is seeking a Financial Assistance Officer in Metro Manila to support customers in early financial difficulty. You will engage in meaningful conversations, propose workable repayment arrangements, and help customers get their repayments back on track.

Join a fast-paced, regulated environment with training provided and opportunities to improve team processes and customer experiences.

Qualifications

• Strong verbal and written communication skills.
• Solutions-focused mindset with ability to help customers navigate financial difficulty.
• Ability to manage multiple priorities in a fast-paced environment.
• Willingness to learn new systems, tools and processes.
• Previous collections experience is an advantage but not required.

Responsibilities

• Serve as the first point of contact for customers in financial difficulty via inbound calls and emails.
• Proactively contact customers in early arrears (1–90 days) to discuss circumstances and payment options.
• Process over-the-phone payments and establish suitable payment arrangements.
• Assist customers who wish to pay out loans or update account information.
• Coordinate issuance of default and legal notices where required.
• Work with case management and external partners to provide appropriate support.
• Identify opportunities to improve processes and customer experience.
• Manage multiple interactions with accuracy and compliance.

Skills

Communication

Negotiation

Customer service

Attention to detail

Job description

FINANCIAL ASSISTANCE OFFICER

Work for our global clients and immerse yourself in our rich and diverse company culture where you can thrive, grow, and just be aweSOme! Discover the Satellite Office Candidate Experience – recognized as one of the BEST among BPO companies worldwide.

WHAT IS A FINANCIAL ASSISTANCE OFFICER?

Our awesome client, a leading consumer lending company, is looking for a Financial Assistance Officer to be part of their Collections team. This is an exciting opportunity for a confident and solutions-focused professional who enjoys meaningful customer conversations and wants to build a career in a fast-paced, regulated environment.

You will support customers experiencing early-stage financial difficulty, helping them understand their options and get their repayments back on track.

This is not a script-reading role — you’ll be trusted to have genuine conversations, exercise sound judgment, negotiate workable solutions, and contribute to improving team processes.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

• Serve as the first point of contact for customers experiencing financial difficulty through inbound calls and emails.
• Proactively contact customers in early arrears (1–90 days) to discuss their circumstances and available payment options.
• Process over-the-phone payments and establish suitable payment arrangements.
• Assist customers who wish to pay out their loans or update their account information.
• Coordinate the issuance of default and legal notices where required.
• Work closely with the case management team and external partners to ensure customers receive appropriate support.
• Identify opportunities to improve team processes, customer experiences, and overall ways of working.
• Manage multiple customer interactions and cases while maintaining accuracy, compliance, and attention to detail.

WHAT ARE WE LOOKING FOR?

• Strong verbal and written communication skills with the confidence to engage with customers from different backgrounds.
• A solutions-focused mindset and genuine interest in helping customers navigate financial difficulty.
• Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Confidence in learning and using new systems, tools, and processes.
• Strong judgment, negotiation, and problem-solving skills.
• Ability to work Manila-time shift hours, Monday to Friday, with flexibility as business requirements may change.
• Previous collections experience is an advantage but not required — full training will be provided.
• A willingness to develop your skills in negotiation, compliance, dispute resolution, and customer financial assistance.