Financial Assistance & Collections Specialist

Satellite Office; Taguig; Hybrid; PHP 279,000 - 469,000; Full time

Job summary

Satellite Office is seeking a Financial Assistance Officer to support customers in early-stage financial difficulty. You will engage in genuine conversations, assess options, and negotiate workable solutions to help repayments get back on track.

You will be part of a regulated, fast-paced collections environment, focusing on accuracy, compliance, and customer-centric outcomes. Training will be provided.

Qualifications

• Excellent verbal and written communication; able to engage customers from diverse backgrounds.
• Solutions-focused mindset with interest in helping customers navigate financial difficulty.
• Strong attention to detail and ability to manage multiple priorities.
• Willingness to learn new systems, tools, and processes.
• Ability to work Manila-time shift hours, Mon-Fri; flexibility as business needs change.
• Previous collections experience is an advantage but not required; full training provided.
• Desire to develop skills in negotiation, compliance, dispute resolution, and customer financial assistance.

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 circumstances and 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.

Skills

Communication skills

Solutions mindset

Attention to detail

Multi-tasking

Negotiation

Learning new systems

Customer service orientation

Tools

Payment platforms

Case management software

Job description

Satellite Office is seeking a Financial Assistance Officer to support customers in early-stage financial difficulty. You will engage in genuine conversations, assess options, and negotiate workable solutions to help repayments get back on track.

You will be part of a regulated, fast-paced collections environment, focusing on accuracy, compliance, and customer-centric outcomes. Training will be provided.