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.
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.
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
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
Prior experience in a hardship-specific role
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
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. Apply now.
At Satellite Office, we help businesses build high-performing offshore teams in the Philippines, enabling you to scale quickly, reduce costs, and boost efficiency.
We’re not your typical offshoring provider; we’re your strategic growth partner.
With over a decade of experience and more than 1,800 staff, we’ve helped companies like Send Payments, Uber, Chatime, HelloFresh, King Living, and Pet Circle grow by connecting them with top-tier talent across IT, finance, sales, marketing, operations, customer service, and beyond.
Unlike traditional offshoring or BPO models, with Satellite Office, your offshore staff works directly with you, reporting into your team and aligning with how you work from day one.
We've carefully chosen the Philippines for their strong English proficiency and Western-influenced culture, making communication easy and collaboration feel natural. Watch as your team integrates faster and works as one.
Why should you choose us?
✅ Top talent for any roles, tailored to you
Our expert recruiters source high-quality professionals who fit your exact business needs and culture, whether it's customer service, sales, IT, software development, finance, creative design, digital marketing, or back-office support.
✅ Fully managed, with expert support
We handle all the essentials — HR, payroll, IT, admin, and account management — so you can focus on your offshore team's performance, not paperwork.
✅ Premium office infrastructure
Your remote staff operates from state-of-the-art serviced offices equipped with advanced, reliable network infrastructure, ensuring seamless operations and collaboration.
✅ Hands-on leadership
With dedicated management teams in Australia, the US, and the Philippines, we provide local expertise, strategic insights, and ongoing support to ensure your offshoring journey succeeds.
Ready to see how offshoring can transform your business?
Visit our website or DM us for a free offshoring consultation.
