Early Collections Support Officer (New Zealand Lending) – Vietnam

Our partner- Pioneer finance- is planning on setting up a new ops team in Vietnam. We are looking for candidates for the position of Early Collections Support Officer (New Zealand Lending) – Vietnam
Department: Credit & Collections Operations
Position Type: Full- time
Reporting To: NZ- based Credit & Collections Manager
Location: Vietnam (Ho Chi Minh City or Office- based)
Role Purpose
The Early Collections Support Officer provides operational and administrative support to the New Zealand- based Credit & Collections team, focusing on accounts in early- stage arrears (typically 1–30 days past due).
Strong English skills are required to support NZ- based processes and documentation.
This is not a senior collections or enforcement role and does not require fluent spoken English with customers.
The role supports early intervention activities, customer communication (primarily written), account monitoring, and internal follow- ups to help prevent accounts from progressing into hardship, default, or legal action.
Key Responsibilities

Early Collections Support

· Prepare and review customer account information for follow- up actions
· Draft or send written customer communications (email, system messages, letters) using approved templates
· Support NZ collections staff with early arrears account management
· Monitor payment arrangements and flag missed or broken commitments to NZ team members

Account Monitoring & Documentation

· Maintain clear and detailed file notes of actions taken and communications sent
· Update customer records accurately in collections systems
· Assist with inbound written customer queries where required
· Review account histories, payment activity, and arrears status

Compliance & Fair Treatment

· Identify early indicators of financial hardship and escalate to the NZ team for appropriate handling
· Ensure all actions are respectful, professional, and non- harassing
· Follow NZ regulatory and internal policies (training provided), including fair treatment and privacy principles

Risk Identification & Escalation

· Identify accounts at risk of progressing into later- stage collections
· Escalate accounts to NZ- based collections officers when:
Additional support or decision- making is required
Arrears increase
Payment arrangements fail

Administration & Process Support

· Assist with reporting, reconciliations, and workflow tracking
· Perform other operational support tasks as required by the Credit & Collections team
· Support continuous improvement of collections processes and documentation
What This Role Does NOT Involve
No requirement for fluent spoken English with customers
No legal action management
No aggressive debt collection or enforcement activity
No authority to approve hardship or final repayment decisions

Skills & Experience Required

Essential

· High attention to detail and strong record- keeping ability
· Comfortable working with customer account data and financial information
· Good organisational and time management skills
· Ability to follow structured processes and escalation guidelines
· Strong English skills

Desirable

· Experience in collections support, credit control, finance operations, or customer service
· Familiarity with CRM, collections, or loan management systems
· Experience supporting overseas teams or international customers
Personal Attributes
· Calm, patient, and professional
· Empathetic and solutions- focused
· Ethical and compliant in approach
· Comfortable working with sensitive financial information
· Reliable team player who can also work independently
Training & Support
· Full training provided on NZ collections processes and regulatory expectations
· Ongoing support from NZ- based Credit & Collections leadership
· Clear templates, scripts, and escalation guidelines provided
Why Join Us
· Opportunity to develop skills in credit risk and financial operations
· Exposure to New Zealand financial services operations
· Clear career pathways into senior collections or credit roles
· Stable, professional, non- confrontational collections environment

Chế độ thưởng, Đào tạo, Tăng lương, Nghỉ phép năm

Cập nhật gần nhất lúc: 2026-02-01 08:35:03