I was in Cebu last week for what I assumed would be a typical consultation dialogue with the Area Managers (AMs) of a microfinance network. But what unfolded was far from ordinary. As stories began to surface — of treks through remote barangays, of field visits under threat, of families sacrificed for the sake of service — I found myself deeply moved. We often shine a light on the remarkable journeys of our clients, the Nanays who rise from hardship with resilience. But behind every one of those stories is another, quieter narrative — of the frontliners who make those transformations possible.

Just consider their stories: AMs typically supervise five units, each headed by a Unit Manager (UM) who oversees four Account Officers (AOs). A single unit serves around 1,500 to 2,000 clients. That places 20 AOs under each AM’s care. This also means that each AM is responsible for ensuring the smooth operations, high repayment rate and continued client engagement of 7,500 to 10,000 microfinance clients with a combined loan portfolio of approximately ₱80 million.

Behind microfinance’s impressive numbers are real people performing difficult work — with deep commitment, empathy, and grit. Let me share the stories of four individuals who embody the spirit of service that powers inclusive finance.

A BS Industrial Technology graduate, Eduard, for the last 16.5 years, has considered his job not as work but a mission. He believes in the simplicity and sense of purpose of his microfinance institution (MFI).

Eduard admits that his early assignments were isolating, often requiring boat rides to unfamiliar islands. He even recalls a confrontation with a client who pointed a gun at him. The challenges nearly made him quit, especially when his marriage began deteriorating, but he stayed, buoyed by the support of colleagues and the communities he served.

“Our work matters,” shares Eduard. His ability to lead with understanding instead of fear reflects the depth of his conviction. He advises other MFI workers to keep learning and to remember that their job affects lives and futures.

A Chemical Engineering graduate, Leandro joined his MFI 15 years ago and never imagined that he would build a meaningful career in microfinance.

From being an AO to Branch Manager, Leandro has helped bring financial services to remote barangays. He has faced many tense situations—including ones that required police assistance—and traveled weekly between Cebu and Leyte to complete his master’s degree under a scholarship granted after his father's death.

Today, Leandro focuses on promoting savings and onboarding members to digital platforms. Despite exhaustion and tight personal finances, he stays because he sees transformation—of lives and communities—firsthand.

Joy Lyn started as an AO in Boracay in 2007 and was promoted to UM after just seven months. She credits her quick growth to her MFI’s trust and training, as she got her Entrepreneurship degree from its affiliate college institution.

With her earnings, Joy Lyn completed her college education, bought land and purchased a tricycle for her brother. Her job was not easy; she has experienced threats and verbal abuse from clients, and a fire once broke out near a center during collections. Yet, she remains steadfast. She says her job helped her develop empathy, confidence and leadership. She values the impact of small acts done with great care in many communities.

A BS Customs Administration graduate, Jonas has been with his MFI for 17 years. His mother was a member, inspiring him to join.

As a frontliner, he has faced dangerous encounters, including one where a client threatened him with a machete. But his biggest test came in 2024, when his wife died following complications from diabetes. Grieving, he returned to work. What kept him going was his daughter—and the support he received from the MFI, including PhilCare benefits, insurance claims, and staff welfare programs.

His message to fellow field workers: "Value your work. Hardships will come, but integrity must never be compromised."

These are just four voices among thousands. Behind every microfinance loan released and every livelihood sustained is a dedicated field officer who walks dusty roads, crosses seas, and carries not just ledgers —but hope.

MFIs’ frontline staff are more than employees. Their impact reaches far beyond financial inclusion; they bring dignity, empowerment, and second chances to poor families.

Behind every microfinance success story are workers who make them possible — those who stay long after the sun sets, who keep going despite personal loss, who choose service over comfort. Their work often goes unseen, but its effect is profound.

To microfinance frontliners — pagpupugay! You are the quiet force behind every empowered community.

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“The best way to find yourself is to lose yourself in the service of others.” — Mahatma Gandhi