A Reputation for Compassionate Customer Engagement

Phillips & Cohen Associates was established in the United States in 1997 and has expanded internationally, building a reputation as a responsible and trusted partner to creditors around the globe. We have three regional offices in the United States (including a dedicated analytics centre) and international offices in Melbourne Australia, Manchester United Kingdom, Quebec Canada and Dusseldorf, Germany.

Our business has achieved national and international prominence by providing highly effective financial recovery services built around a uniquely compassionate style of customer engagement.

The Phillips & Cohen Associates team is sensitive to the value of our partners’ brands and understands the sensitivity associated with highly specialised services. With clients ranging from mid-sized firms to leading national and international creditor and banking institutions, we serve the consumer credit, banking, and finance markets, as well as specialised industries including home shopping, utility, telecoms, debt purchase, local & central government.

Our experienced management team understands the legal process and the evolving statutes that govern our industry. We play leadership roles in our industry’s principle trade groups locally and internationally and we continually set new standards for technological and service innovation.

Our Values

Through our compassionate and sensitive approach to debt recovery, we aim to provide a ‘best in class’ service to customers and clients alike. We actively seek to share best practices and draw on expertise from across our global operations. Our core values are designed to guide our business operations and provide a framework with which to evaluate and reward our most valuable asset – our team.

These are the four key values that inspire the work conducted at Phillips & Cohen Associates (Australia) PTY LTD.

Compassion
We operate with humility, caring, and respect, and strive to provide exceptional customer service during difficult circumstances.

Compliance
We make investments and work to continually improve our compliance processes and systems, implementing proactive solutions to protect our clients and their brand reputation.

Commitment
We keep our promises, we live up to our expectations, and we give our best while supporting our customers and clients.

Innovation
We foster a work environment where creative thinking is encouraged to improve customer service, streamline business operations, continuously improve quality, and bring value to our clients.

Compliance

Compliance is paramount to Phillips & Cohen Associates, Ltd. and our commitment is underlined by including it as one of our four company values. We firmly believe that Compliance puts us under a duty to make the right decisions and consider the consequences of our actions. Our team continuously monitors the regulatory environment in which we operate to ensure we provide a compliant and best in class service to everyone that we interact with. Our team professionally addresses all customer complaints and we use the feedback to continuously improve the customer experience we provide.

As part of our on-going efforts to put the customer at the heart of our business, we are committed to continuous improvement and to identifying, managing and controlling conduct risks. To achieve this, our leadership teams are fully engaged in risk committees and forums designed to consider customer outcomes.

Our business adheres to all applicable regulatory requirements and codes of conduct. Our leadership plays an active role in national and international trade associations in an effort to drive and share best practices cross industry. We look forward to continuing our commitment to fair customer outcomes through our values, policies, processes and people.

The Australian Financial Security Authority manages the application of bankruptcy and personal property securities laws through the delivery of high quality personal insolvency and trustee, regulation and enforcement, and personal property securities services.

Member
ACA International, formerly the American Collectors Association, establishes ethical standards for the credit and collection industry. Phillips & Cohen Associates have been an ACA member since 2002.

Phillips & Cohen Associates is a member of PACE, one of the largest trade associations in the world providing omni-channel customer engagement solutions for marketing, customer service, and compliance.