Financial Assistance Officer | Onsite, BGC

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

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.