Consumer Debt Recovery
Phillips & Cohen delivers full-service consumer debt recovery. We combine digital engagement, skilled agent negotiation, and data-driven strategy to maximise performance across your portfolio. Every interaction is designed to preserve your reputation and drive positive resolution, from first contact through final payment.
For Creditors
Performance Beyond Compliance
Regulatory adherence is table stakes. Our programmes are built to maximise liquidation rates, reduce cost-per-dollar-collected, and improve portfolio outcomes at every placement stage.
A true extension of your operation.
Since 1997, creditors across financial services, healthcare, telecom, education, and utilities have trusted Phillips & Cohen to manage prime, secondary, and tertiary placements with the operational depth and strategic discipline of an in-house team. We don’t just maintain compliance — we build recovery programmes engineered to outperform. Our approach includes dedicated account management, transparent reporting, and collaborative strategy development so you maintain visibility and control.
Every account receives a contact strategy calibrated to its profile, stage of delinquency, and prior response history. Our analytics determine the optimal channel, time of day, and cadence for outreach — so your accounts receive the right message at the right moment. When self-service channels don’t resolve the balance, our trained agents step in with the expertise to structure payment plans, negotiate settlements, and close accounts efficiently.
What sets Phillips & Cohen apart is what we build on top of that foundation: proprietary scoring models that prioritise high-potential accounts, continuous A/B testing of contact strategies, real-time performance dashboards, and an agent training programme designed around conversion — not just call handling. The result is a recovery operation where compliance and performance reinforce each other.
Our Approach
Strategic Outreach & Negotiation
We reach consumers where they are — through SMS, email, digital correspondence, post, and live agent calls. Each channel is deployed based on data, not default sequencing, and every touchpoint is coordinated to eliminate redundancy, maintain regulatory compliance, and shorten time-to-pay
Self-Service Consumer Portals
Our Account-Serve® portal gives consumers 24/7 access to review balances, explore payment options, and complete transactions — without agent involvement. Self-service resolution reduces your operational costs while giving consumers the control and convenience that drive faster, more positive outcomes.
Analytic Segmentation
Not every account follows the same path to resolution. Our scrub services and segmentation models analyse each placement to route accounts into the right recovery channel — digital self-service, agent outreach, hardship accommodation, or escalated treatment. Accounts flagged for financial hardship enter dedicated programmes.
Skip Tracing & Data Enhancement
Incomplete contact data is one of the largest barriers to recovery. Our skip tracing and data append processes draw on multiple data sources to locate consumers, verify telephone numbers, email addresses, and postal addresses, and improve right-party contact rates — giving your placements the best possible chance at resolution before accounts age out.
Process: From Delinquency to Resolution
Navigating the path from delinquency to resolution requires a structured, compliant, and empathetic approach.
At each stage, consumers may be experiencing financial hardship, confusion, or disengagement. Effective debt recovery centres on clarity, respect and support at every stage.
0-30 Days
Early outreach, validation, and hardship options.
30–180 Days
Internal collections, segmentation, and regulatory-aligned outreach.
Post-write-off
External placement or sale with omnichannel engagement.
Verification Requests
Activity pauses until validation is supplied.
Solicitor Escalation
Authorised only when risk, policy, and compliance criteria are met.
Industries We Serve
Phillips & Cohen supports a diverse range of industries where deceased account resolution is a vital operational requirement. Each partnership is built on governance, transparency, and empathy, ensuring every creditor can uphold their values while achieving consistent results.
“We realised that using multiple generalist vendors for our debt settlement accounts created operational inefficiencies and diluted results. Partnering with Phillips & Cohen allowed us to centralise our strategy with a partner that understands the nuances of settlement-focused recoveries and has the technology to support it. Their platform integrates seamlessly with key debt settlement partners, enabling better segmentation, faster offer delivery, and cleaner resolution of workflows. The result has been a measurable improvement in performance and a smoother experience across the board.”
Vice President, Global Collections
Frequently Asked Questions
Find answers to your questions about our collection services and how we can help you.
How does Phillips & Cohen ensure compliance across jurisdictions?
We follow FDCPA, CFPB, and state/provincial requirements, supported by audits, training, and QA monitoring.
What visibility will our organisation have into recovery activity?
We provide reporting, QA insights, secure data exchange, and validation documentation for full transparency.
Can Phillips & Cohen manage accounts with cease-and-desist requests?
Yes. We clarify the implications of a consumer’s request and support resolution pathways while remaining fully compliant.
Discovery Consultation
Improve Your Recovery Performance
Most agencies can make calls and send letters. Phillips & Cohen builds recovery programmes — with the analytics, technology, and operational infrastructure to treat every placement as a performance opportunity. That’s the difference between a vendor and a partner.