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
Position Type: Full-time
Location: Vietnam (Ho Chi Minh City or Office-based)
Reporting To: NZ-based Credit & Collections Manager
Department: Credit & Collections Operations
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).
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.
This is not a senior collections or enforcement role and does not require fluent spoken English with customers.
Strong English skills are required to support NZ-based processes and documentation.
Key Responsibilities
- Early Collections Support
· Support NZ collections staff with early arrears account management
· Prepare and review customer account information for follow-up actions
· Draft or send written customer communications (email, system messages, letters) using approved templates
· Monitor payment arrangements and flag missed or broken commitments to NZ team members
- Account Monitoring & Documentation
· Review account histories, payment activity, and arrears status
· Update customer records accurately in collections systems
· Maintain clear and detailed file notes of actions taken and communications sent
· Assist with inbound written customer queries where required
- Compliance & Fair Treatment
· Follow NZ regulatory and internal policies (training provided), including fair treatment and privacy principles
· Ensure all actions are respectful, professional, and non-harassing
· Identify early indicators of financial hardship and escalate to the NZ team for appropriate handling
- Risk Identification & Escalation
· Identify accounts at risk of progressing into later-stage collections
· Escalate accounts to NZ-based collections officers when:
o Payment arrangements fail
o Arrears increase
o Additional support or decision-making is required
- Administration & Process Support
· Assist with reporting, reconciliations, and workflow tracking
· Support continuous improvement of collections processes and documentation
· Perform other operational support tasks as required by the Credit & Collections team
What This Role Does NOT Involve
No aggressive debt collection or enforcement activity
No legal action management
No requirement for fluent spoken English with customers
No authority to approve hardship or final repayment decisions
