Recoveries & Customer Care Specialist

Role: Recoveries & Customer Care Specialist Location: Hong Kong-based; you must have Hong Kong work rights Work arrangement: Remote Compensation: HKD 360,000 per year (HKD 30,000 per month) You'll be joining a fast-growing international fintech that provides flexible funding solutions to SMEs across APAC and Europe. The business has already funded more than $5B in loans and continues to scale. What You'll Do - Handle customer enquiries across phone, email, and other channels, including more complex issues that need clear thinking and careful follow-through. - Investigate problems, take ownership of cases through to resolution, and communicate outcomes clearly and professionally. - Manage inbound and outbound conversations on overdue or delinquent accounts, with a focus on securing repayment commitments through respectful, solution-focused discussions. - Assess customer circumstances and agree payment or hardship arrangements where appropriate, while handling complaints and disputes professionally. - Keep accurate records of customer interactions, commitments, and next steps, and make sure follow-up and handovers are completed properly. - Apply policies, procedures, and compliance requirements in your day-to-day work while managing deadlines, service standards, and competing priorities. Who We're Looking For You'll likely do well here if you're comfortable working across both customer care and recoveries, and you can stay calm, clear, and organised when conversations get difficult. Must-Haves: - Fluent English, Mandarin, and Cantonese - Hands-on experience in customer care and recoveries or collections work, including handling enquiries across phone and email and managing overdue-account conversations end to end - Proven ability to investigate issues, negotiate repayment arrangements, and handle complaints, disputes, or hardship conversations with good judgement - Strong documentation and administration skills, with accurate case notes, reliable follow-up, and a disciplined approach to policy and compliance - Working knowledge of Microsoft Excel and Microsoft Word Nice-To-Haves: - Experience in collections, recoveries, hardship, complaints, lending, credit, or adjacent financial-services operations - A background in another regulated, phone-based service environment where accuracy, compliance, and customer communication matter - Experience working in a high-volume contact environment with inbound and outbound activity, service levels, deadlines, and multiple live cases - A hands-on individual-contributor background where you've owned customer cases end to end and worked with limited supervision What's In It For You - Join a business that has funded over $5B in loans and continues to scale - Be part of an international operation working across multiple markets in APAC and Europe - Work for a company recognised as Australia's #1 Best Workplace™ in Finance and Insurance for 2026 About The Company A fast-growing international fintech providing flexible funding solutions that help SMEs grow. Founded in Australia and now operating across multiple markets in APAC and Europe, the business has funded over $5B in loans and continues to scale quickly. It is known for a high-performing, people-first culture, with recognition for its diversity and customer experience. How To apply Ploomo is supporting this process as the exclusive talent partner and is running a structured selection process on behalf of the company. After applying, you will receive an email from Ploomo with further instructions, including a short online assessment designed to help us understand your thinking style and mindset. It takes around 15–20 minutes to complete. There are no right or wrong answers — the focus is on alignment. To be considered for shortlisting, you will need to complete the assessment. Please keep an eye on your inbox, including your spam or junk folder, and mark emails from `@ploomo.io` as safe so you do not miss any communication. If you have any issues receiving the email or completing the assessment, please contact candidates@ploomo.io