Process Documentation Specialist

Powering Smarter, Responsible Digital Lending Across Canada

iCash is one of Canada's leading financial technology companies, delivering fast, secure, and accessible online lending solutions to millions of users nationwide. Built on transparency and responsible financial empowerment, iCash offers regulated, customer-first loan services through an advanced digital platform.

They are known for their strong reputation in the fintech space, driven by continuous innovation, compliance excellence, and a commitment to helping Canadians access credit confidently and sustainably. Joining their team means contributing to a mission-driven organization shaping the future of digital lending in Canada.

Job Description

As a Process Documentation Specialist, you will analyze workflows, create and update documentation, develop SOPs, and collaborate across teams to ensure operational clarity and efficiency. Your work strengthens cross-functional processes and supports both onboarding and continuous improvement initiatives.

Job Overview

Employment Type: Full-time

Shift: Night shift (Training: 9 AM to 5 PM EST, Monday to Friday for 3 weeks)

Work Setup: Permanent WFH

Salary: PHP 40, PHP 45,

Exciting Perks Await

• Competitive Salary Package
• Night differential pay to maximize your earnings
• HMO coverage with free dependent upon regularization
• Permanent WFH arrangement
• Salary Advance Program through our banking partner
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas & Makati) with free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel & restaurant discounts, and more)
• Unlimited employee referral incentives
• Standard government and Emapta benefits
• Total of 20 annual leaves
• Fun engagement activities
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• 3+ years of experience in Call Center environment; AR-Collections & Credit experience an asset
• Remote work experience required
• Strong attention to detail and process-driven mindset
• English communication proficiency: minimum 9/10 (verbal & written)
• Strong multitasking and customer service expertise
• Proficiency with CRM and call center tools
• Stable internet connection

Your Daily Tasks

• Create, maintain, and update documentation for product features, system processes, and workflows
• Analyze existing workflows and recommend improvements
• Collaborate with Customer Support, QA, Training, and other teams for accurate documentation
• Develop and document Standard Operating Procedures (SOPs)
• Contribute to evaluating and implementing tools, systems, and automation solutions
• Train internal teams on proper documentation use
• Support onboarding by clarifying systems and procedures
• Conduct regular documentation reviews for accuracy and relevance
• Support communication and execution of process changes across teams

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting global career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra