Collection Officer

Position Summary

We are looking for a Collection Officer who will be responsible for managing the end-to-end collections process to ensure timely recovery of outstanding customer payments and maintain healthy cash flow for the business.

This role works closely with Billing, Sales, and Account Management teams to proactively resolve payment issues, reduce aged receivables, and improve overall collection efficiency. The position also plays a key role in identifying process gaps, strengthening credit control practices, and enhancing customer payment experience.

Job Details

• Work from Home
• Mondays to Fridays | 4 AM to 1 PM (PH Time)

Key Responsibilities

• Collections & Follow-ups
  • Manage customer enquiries via phone and email, addressing overdue invoices and negotiating payment plans in line with the defined collections process
  • Proactively follow up on outstanding balances to ensure timely payments and minimize aged receivables
  • Execute advanced collection activities, including issuing service suspension notices, letters of demand, and coordinating handover to third-party debt collectors where required
  • Coordinate with third-party debt collectors and external administrators, ensuring all necessary information is provided and follow-up actions are completed to support effective recovery
  • Lead monthly collections review meetings, reviewing and prioritizing high-risk customer accounts, providing updates, recommending actions, and driving follow-through
  • Prepare and submit requests for invoice write-offs to the Finance Manager / CFO, and process approved write-offs in Xero, ensuring accurate documentation and system updates
  • Maintain accurate and up-to-date records of all collection activities in Zoho CRM, including clear notes, actions taken, and next steps
• Billing Support
  • Act as a first point of contact for basic billing enquiries, including invoice copies, payment confirmations, and general account queries
  • Resolve simple billing issues independently and escalate more complex matters to the Billing team where required
  • Ensure billing-related queries are addressed promptly to avoid delays in payment and collections

• Dispute Resolution & Billing Alignment
• Investigate and resolve invoice disputes in a timely manner, working closely with Billing and internal stakeholders
• Coordinate required actions such as SOA preparation on a regular basis, invoice correction, reissue, or escalation to ensure prompt resolution and minimize payment delays
• Identify root causes of disputes and provide feedback to prevent recurring billing issues
• Reporting & Insights
  • Prepare and maintain weekly and monthly aged debtor reports, including clear commentary on key risks, trends, and recommended actions
  • Provide visibility on expected cash collections to support cash flow forecasting
  • Analyze recurring collection and billing issues, and recommend practical process improvements
• External audit assistance
  • Supporting half-year review and year-end audit requirements, including preparing supporting documentation and responding to audit queries
• Other ad-hoc duties
  • Assisting CFO and Finance manager with ad-hoc reporting or analysis

Qualifications

• Tertiary qualification in accounting
• Minimum 1 year experience in a similar role
• Proficient in Excel
• Strong understanding of general ledger
• Pay attention to details
• Strong communication skills both written and verbal
• Willingness to learn
• Ability to collaborate in a team environment
• Exposure to Xero, Emersion and Zoho CRM will be an advantage