Recovery and Collections Officer Dollar Car Rental

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.

Key Responsibilities:

Debt Collection and Recovery

• 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.

Account Monitoring

• Review and monitor delinquent accounts regularly.

• Identify high-risk accounts and prioritize recovery actions.

• Maintain accurate records of collection activities.

Customer Communication

• Explain outstanding balances, penalties, and payment options to customers.

• Handle customer inquiries and disputes professionally.

• Maintain a balance between effective recovery and customer service.

Negotiation and Settlement

• Negotiate settlements, payment schedules, or restructuring arrangements when authorized.

• Recommend appropriate recovery strategies based on customer circumstances.

Documentation and Reporting

• Prepare collection reports and recovery status updates.

• Update customer account information in the system.

• Ensure all collection activities are properly documented.

Compliance and Risk Management

• Adhere to company policies, regulations, and debt collection laws.

• Ensure ethical collection practices are followed.

• Escalate cases requiring legal action or external recovery agencies.

Collaboration

• Coordinate with finance, legal, customer service, and sales teams.

• Support audits and provide required documentation.

• Assist management in reducing overall delinquency rates.

Collections & Follow-ups

• Ensure timely follow-up with customers for overdue payments through calls, emails, and payment links.

• Managed a portfolio of delinquent accounts and achieved monthly recovery targets.

• Ensure actions are taken as per company PNP/SOP guidelines for overdue and delinquent cases.

• Negotiated payment plans that reduced overdue balances and improved collection rates

• Conduct regular follow-ups and reviews on pending, disputed, and critical accounts.

• Ensure prompt and professional responses to customer queries related to invoices and SOA

• Maintained accurate collection records and prepared 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 / legal dept on a regular basis

• Ensure collections are achieved without impacting long-term customer relationships.

• Perform additional functions as directed or assigned by the Managers.