Please read each job behavior and skill description below. Then rate how essential it is to overall job performance in the collection agent position at your organization. Once you click Submit, you’ll have instant access to your results.
Description
Value to the Job
Places outbound calls to contact consumers regarding their debts.
Performs skip-tracing activities when necessary to locate consumers.
Adheres to legal regulations regarding call restrictions (e.g., when, where, and how many times a collector may call).
Answers incoming calls from consumers to discuss debts, answer questions, and make payment arrangements.
Reviews consumer account information in computer databases to facilitate the collection strategy (e.g., notes from previous calls, financial information, account balance, existing settlement offers).
Leaves messages for consumers when unable to reach them.
When speaking to someone other than the debt holder, complies with legal regulations regarding the amount and type of debt information that can be disclosed.
When speaking to the debt holder, completes an identity verification process to ensure proper identity.
Informs the consumer of the debt, the amount of the debt, and that payment is due.
If the consumer disputes the debt, identifies the reasons for the dispute (e.g., fraud, dissatisfaction with product or service).
If the consumer disputes the amount of the debt, identifies what portion of the debt the consumer is disputing (e.g., finance charges).
Responds to objections, disputes, and stalls to persuade the consumer to pay the debt.
Uses all available resources (e.g., address databases, copies of bills) to prove to the consumer that the debt is valid.
Persuades consumers to pay debts by explaining the benefits of paying and the consequences of not paying.
Negotiates debt reduction if necessary to obtain payment, ensuring that the debt reduction stays within account guidelines.
Questions consumers regarding income and expenses to determine debt payment feasibility and arrange a payment plan.
Works with consumers to identify potential sources to satisfy the debt (e.g., personal savings, insurance, special programs).
Determines details of the payment plan with the consumer, including the payment method, timing, amount, and number of payments.
Obtains agreement from the consumer regarding everything discussed on the call.
Documents the results of the call, including any payment arrangements that were agreed upon.
Updates consumer’s contact information to facilitate future communication (e.g., phone numbers, address, place of employment).
Transfers calls to another collector or supervisor when appropriate to diffuse the consumer, continue the discussion, and improve the chances of collecting the debt.
When consumer insists that the debt is fraudulent, informs consumer of fraud documentation procedures and notes this status in the account.
Contacts consumers to follow up on payments that were promised but not received.
Communicates with companies who are refinancing debt for a consumer (e.g., finance companies, mortgage companies) to facilitate debt payment arrangements.
Attends meetings and/or reviews e-mails to stay informed of company-related issues (e.g., company policies, new accounts or clients).
Reviews group and/or individual performance reports to improve collection strategies and track performance towards collection goals.
Supports team members as necessary by answering questions, training newer team members, and taking calls from consumers who have previously worked with another team member.
Description
Value to the Job
Ability to Learn and Apply Procedures: Understanding new job-related information (e.g., company policies, legal regulations, client-specific information), correctly recalling and applying that information during calls, and offering solutions that remain within guidelines.
Active Listening: Listening attentively to understand the consumer’s point of view, allowing consumers to vent, refraining from interrupting, asking probing questions to discern the facts, and paying attention to subtle cues (e.g., consumer’s voice tone, demeanor).
Adaptability: Adjusting collection techniques based on the individual circumstances of each consumer while still maintaining overall call flow, responding appropriately to different personality types, and quickly adapting to changes in policies or procedures.
Communication: Expressing information in a confident and clear manner without rambling, speaking in a pleasant tone and volume, using effective voice inflection, and preparing clear and concise written summaries.
Developing Rapport: Treating consumers with respect, displaying empathy for personal situations, conveying an attitude of helpfulness, and diffusing irate consumers.
Multitasking: Quickly and accurately performing multiple tasks simultaneously (e.g., talking, listening, locating, reviewing, and documenting information) while managing the pace of a call and maintaining focus on the consumer.
Persuasion: Effectively responding to objections and arguments, being assertive rather than aggressive, creating a sense of urgency, conveying firm expectations, being persistent, and negotiating with consumers to reach a mutually acceptable agreement.
Problem Solving: Using available tools to accomplish tasks, identifying ways to overcome barriers and objections, evaluating all relevant pieces of information, and understanding the advantages and disadvantages of various options.
Professionalism: Maintaining composure even when dealing with difficult consumers, keeping a positive attitude in spite of negative outcomes, maintaining control of calls, and avoiding the use of slang terms or jargon.
Work Ethic: Taking initiative on work tasks and responsibilities, working at a steady pace, striving to meet and exceed personal and organizational work goals, and exhibiting reliable and dependable behavior.