Recovery and Collections Officer; Debt Collector

Role Overview

The Recovery and Collections Officer is responsible for ensuring the timely collection and recovery of outstanding payments from customers while minimizing financial risk to Dollar Car Rental . The role involves monitoring overdue accounts, conducting collection activities, negotiating payment arrangements, resolving billing disputes, and maintaining accurate records. The incumbent works closely with Finance, Sales, Operations, and Legal teams to improve collection performance, support healthy cash flow, and maintain positive customer relationships in line with company policies and procedures.

• Contact customers with overdue accounts through phone calls, emails, letters, or visits.
• Negotiate payment arrangements and repayment plans.
• Follow up on outstanding balances until payment is received.

• Review and monitor delinquent accounts regularly.
• Identify high‑risk accounts and prioritize recovery actions.
• Maintain accurate records of collection activities.

• Explain outstanding balances, penalties, and payment options to customers.
• Handle customer inquiries and disputes professionally, balancing effective recovery with customer service.

• Negotiate settlements, payment schedules, or restructuring arrangements when authorized.
• Recommend appropriate recovery strategies based on customer circumstances.

• Prepare collection reports and recovery status updates.
• Update customer account information in the system.
• Ensure all collection activities are properly documented.

• Adhere to company policies, regulations, and debt collection laws.
• Follow ethical collection practices.
• Escalate cases requiring legal action or external recovery agencies.

• Coordinate with finance, legal, customer service, and sales teams.
• Support audits and provide required documentation.
• Assist management in reducing overall delinquency rates.

• Ensure timely follow‑up with customers for overdue payments through calls, emails, and payment links.
• Manage a portfolio of delinquent accounts and achieve monthly recovery targets.
• Follow company PNP SOP guidelines for overdue and delinquent cases.
• Negotiate payment plans that reduce overdue balances and improve collection rates.
• Conduct regular follow‑ups and reviews on pending, disputed, and critical accounts.
• Respond promptly and professionally to customer queries related to invoices and SOA.
• Maintain accurate collection records and prepare recovery performance reports.
• Negotiate payment plans, settlements, or commitments within company policy with a focus on minimizing legal escalations.
• Coordinate and follow up on cases handed over to pre‑Legal department regularly.
• Ensure collections are achieved without impacting long‑term customer relationships.
• Perform additional functions as directed or assigned by the Managers.

• Bachelor’s degree in Business Administration, Finance, Accounting, or related field (preferred).
• 2–4 years of experience in collections, debt recovery, credit control, or similar role.
• Experience in the automotive, rental, or service industry is an advantage.
• Proven experience managing B2C (business‑to‑customer) collections.
• Strong understanding of accounts receivable and basic financial processes.
• Excellent negotiation and communication skills (phone and written).
• Ability to handle difficult conversations professionally and tactfully.
• Strong attention to detail and ability to manage multiple accounts simultaneously.
• Proficiency in MS Office and experience with ERP/accounting systems is an advantage.
• Knowledge of debt collection practices and ability to work within compliance guidelines.