A Day in My Life as a Customer Service Agent in Insolvency: How Listening Became My Superpower

Published on April 22, 2025 by Jinjin Lim Siong Kee

Most people associate customer service with scripts, call logs, and quick resolutions. But in the insolvency world, it’s more than that. It's about being a first responder to someone’s financial crisis — and often, their emotional one too.

I work at a firm where people don’t call because they want to. They call because they’re overwhelmed — drowning in debt, uncertain of the future, and often too ashamed to speak to friends or family about it. They come to us as a last resort. That’s where I come in.

Morning: The First Calls

My day starts at 8:30 AM. The phone rings early — sometimes it's someone who's been up all night worrying. Sometimes it’s a calm voice masking panic. I greet them gently, trying not to sound robotic. Over time, I’ve learned that what people need most isn’t a perfectly rehearsed answer — it’s someone who listens without judgment.

I used to think my job was to speak. Now I know it’s to listen.

I jot notes as they talk — not just their file number or the balances they owe — but how they’re feeling. That subtle hesitation in their voice when mentioning missed mortgage payments, the relief when they realize they’re not alone. These are my signals to slow down and guide them carefully.

Midday: The Emotional Weight

By noon, I’ve spoken with clients in tears, a single parent considering bankruptcy, and a recent graduate worried about his student loan. I’ve also helped a client breathe easier after confirming their appointment is booked.

This isn’t just administrative work. It’s emotional labor.

That’s why listening has become my biggest strength. Because when I give someone space to speak, I’m not just collecting facts — I’m restoring dignity. I’m reminding them they are still in control, even if it doesn’t feel like it.

Afternoon: Supporting the Team

I work closely with advisors and trustees, preparing files, following up on documents, and sometimes, even coaching newer agents on tone and patience. They say I have a way with people — but really, it’s about being present. No one wants to feel like just another case number.

I’ve also started noticing patterns: what clients fear most, where they tend to feel lost in the process. I bring those insights to the team to improve how we communicate and support clients through every stage of recovery.

Evening: Quiet Reflection

By the end of the day, I’m tired — but fulfilled. Not every conversation ends in a solution, but many end with a “thank you,” and sometimes, that’s everything.

Listening didn’t just help me become a better customer service agent — it gave my role purpose. It turned a job into a mission: to meet people at their most vulnerable, and walk them — with empathy and clarity — toward a fresh start.