Recoveries & Customer Care Specialist

About the role

The Recoveries & Customer Care Specialist will join a fast‑growing international fintech that provides flexible funding solutions to SMEs across APAC and Europe. Based in Hong Kong and working remotely, you will handle both customer service enquiries and overdue‑account conversations, ensuring professional and solution‑focused outcomes.

Key responsibilities

• Respond to customer enquiries via phone, email and other channels, including complex issues.
• Investigate problems, own cases through to resolution, and communicate outcomes clearly.
• Manage inbound and outbound conversations on overdue or delinquent accounts, securing repayment commitments.
• Assess customer circumstances, arrange payment or hardship plans, and handle complaints or disputes professionally.
• Maintain accurate records of interactions, commitments and follow‑ups.
• Apply policies, procedures and compliance requirements while meeting service standards and deadlines.

Required profile

• Fluent in English, Mandarin and Cantonese.
• Hands‑on experience in customer care and collections, including phone and email handling.
• Proven ability to investigate issues, negotiate repayments and manage complaints or hardship discussions.
• Strong documentation and administration skills with disciplined compliance adherence.

Required skills

• Microsoft Excel
• Microsoft Word

What we offer

• Opportunity to work for a fintech that has funded over $5B in loans.
• Remote work within an international operation covering APAC and Europe.
• Part of a company recognised as Australia’s #1 Best Workplace™ in Finance and Insurance for 2026.