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 elevate 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
