Collections Officer (Insurance) - Dayshift / Onsite

The Debtors and Collections Officer will manage the structured follow-up of overdue agent accounts and support related administration and reporting. The role is focused on collections activity rather than receiving or allocating funds. It requires clear telephone communication, firm and professional follow-up, accurate record-keeping, and consistent adherence to established trading terms and escalation procedures

• Monitor agent accounts against established trading terms and identify overdue amounts requiring follow-up.
• Apply the documented debtors process, including issuing the approved initial email when an account falls outside its trading terms.
• Complete the required three-day follow-up using the approved email template and an outbound telephone call where no response has been received.
• Complete the required seven-day follow-up and issue the final cancellation notice where the matter remains unresolved.
• Contact selling agents and relevant customers by telephone and email to determine payment status and secure clear commitments.
• Maintain complete notes, correspondence and supporting evidence for each collections action and escalation.
• Identify unpaid applications that were submitted in error or did not proceed and provide the Cancellations team with the supporting audit trail.
• Liaise with Accounts Receivable to confirm whether expected payments have been received without receiving or allocating funds.
• Prepare and pay weekly roadside assistance reports.
• Calculate the applicable value for each roadside assistance cancellation, including any pro rata amount, and submit the completed reporting to the third party.
• Process the required payment for the applicable week’s roadside assistance activity in accordance with the approved process.
• Maintain debtor trackers, follow-up schedules and reporting and assist with other aligned administration duties following cross-training.
• Other position-level duties as they arise.

Requirements

• A minimum of 3 years’ relevant experience in debtors, collections, accounts receivable, or a similar finance administration role is essential.
• Demonstrated experience following structured collections workflows, trading terms and escalation timeframes is essential.
• Strong telephone and written communication skills, with the confidence to follow up overdue accounts firmly and professionally, are essential.
• Strong organisational and calendar-management skills, with the ability to manage multiple follow-ups and deadlines, are essential.
• Strong attention to detail and the ability to maintain accurate account notes, correspondence and audit trails are essential.
• Intermediate to advanced Microsoft Excel skills and confidence working with reports, calculations and trackers are essential.
• Ability to follow detailed process guides, learn new procedures and respond constructively to direction is essential.
• Experience liaising with sales teams, accounts receivable teams and external agents is highly regarded.
• Experience within insurance, financial services, warranty administration or another regulated environment is desirable.
• Ability to work independently in an offshore or remote delivery environment while maintaining service standards is essential.

Note: The official title of this role is Debtors / Collections Officer.

Benefits

Why Join Twoconnect?

We offer more than just a job - we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:

• Onsite: Level 28, IBP Tower, Jade Drive, Ortigas Center, Pasig City
• Monday-Friday: 6:15 AM - 3:15 PM PHT or 7:15 PM - 5:15 PM PHT (adjustments will be made for daylight saving time)
• HMO with 2 free dependents and medical reimbursements
• Government-mandated benefits
• Opportunities to work with leading companies in Australia and beyond
• Training programmes for career development
• Engaging company outings, team activities and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success

Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.

We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.

Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.

Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.