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
