Who are 118118 Money?

At 118 118 Money, we are dedicated to helping Britain achieve financial fitness. Our loans and credit cards are designed specifically for those often overlooked by mainstream lenders, empowering over 800,000 customers on their journey to better financial well-being.

Our vision is to champion financial fitness throughout Britain by offering accessible products, valuable resources, and unwavering support. We are on a mission to provide fair and transparent credit solutions that promote financial well-being for all.

With an impressive 4.8 Trustpilot rating, we take pride in being an approachable lender, ready to provide clear financial support. If you’re inspired by what you’ve read and want to make a real difference in people's lives, keep reading — your next opportunity to contribute to our mission could be just a few clicks away!

We’re hiring for June 2025:

Based in our brand new offices in Robinsons Summit Center, Makati City, our Customer Assistance Advisors are responsible for handling customer service inquiries, financial difficulty and collections interactions, processing payments and identifying and logging complaints through inbound phone calls.

What you'll do:

• Deliver a high level of customer service, representing the brand, whilst actively engaging with, supporting and building trust with customers.
• Fully explore customer circumstances, identifying appropriate solutions tailored to their needs, including customers in vulnerable circumstances and those experiencing financial difficulty.
• Negotiate with customers in difficulty to bring their accounts up to date or agree a suitable repayment plan that works for both the customer and the business.
• Carry out full income and expenditure assessments and provide repayment options in line with TCF principles and the company's strategies.
• Identify situations that may require specialist handling (e.g. Fraud or Legal) and refer on as appropriate.
• Provide accurate information on products and services to ensure consistency and compliance.
• Provide a timely response to inquiries, requests, and customer complaints

Who you are

• A confident communicator, capable of dealing with high volume inbound calls.
• Detail oriented, with strong organisational skills, and a high degree of accuracy.

What you need:

• Experience dealing with English speaking customers in a fast paced call centre or BPO environment.
• Experience in a Financial Services BPO account handling customers experiencing financial difficulties.
• Excellent customer service skills, attentiveness, information retention, tact and diplomacy in dealing with both customers and colleagues.
• The ability to make sound decisions and seek support where required.
• Ability to multitask.
• The patience and ability to handle pressure.
• Good problem-solving skills.
• Flexibility in schedule and in taking on tasks assigned, based on business needs.
• Excellent command of English (verbal and written).

What's in it for you?

• 30k PHP basic salary
• Monthly performance based bonus, with the opportunity to earn more than 50% of monthly basic salary
• 24 leave credits, with monthly cash convertible sick leave
• Day 1 HMO Coverage (Health Maintenance Organisation) for employees
• Flexible benefits
• 'Mid shift' working hours and we're closed on Sundays!

Like what you’ve heard? Great - apply now!

As a candidate, we know the interview process can be daunting and it’s important that you have a great experience with us. We will do all we can to make sure you are fully informed and excited by our story so we get to see the best from you. If you need any adjustments made to help you with the interview process, just let us know and we’ll do our best to accommodate them.

Following your application, we will want to learn more about you, your motivations, experiences, and values. In turn, you get to learn about our business, our culture, the role and what we can offer you.

If you think you’d be great for the role, but don’t necessarily tick all the boxes, we’d still love to hear from you, so apply today and take the first step towards an exciting future!

Equal Opportunity Employer

At 118 118 Money we are passionate about equality, diversity, and inclusion. We are committed to being representative of different cultures, background, lifestyles, and groups, where everyone has an equal chance to succeed. It is our policy to treat everyone fairly and to ensure no one is disadvantaged or receives less favourable treatment. We recognise that everyone has different needs and while we can’t accommodate every flexible working request we are more than happy to have a conversation about it.

How we handle your data

118 118 Money requires your personal data to process your application for a position within our Company. If your application is successful through to telephone screening/interview, and you are not selected for a role, we may store your personal data for 12 months to enable our HR team to contact you should future roles be advertised.

Where you apply, but are not selected for telephone screening/interview, we will delete your personal data once the position is filled.

118 118 Money does not use automated decisioning or profiling when selecting candidates. For your rights under GDPR please see our Privacy Policy

Please refer to job description.