Collections Representative Job Descriptions, Average Salary, Interview Questions

Imagine doing a paid job or a service for someone, and that person never comes back to pay you. Collections representatives help to solve that problem. We are looking for someone who can help to ensure that all parties are treated fairly and that terms are being honored and met.  Collections representatives must be able to locate delinquent account owners and follow up with them to create a repayment schedule appropriate for their financial situation. We are looking for someone who is comfortable using the phone, mail, or making appointments in order to locate the persons owing a debt. You must be able to read and write accurate reports and keep the information confidential. We are looking for someone who understands the Fair Debt Collection Practices Act and who can act ethically and respectfully to clients.

Typical duties and responsibilities

• Record information about the financial status of customers and the status of collection efforts
• Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payment
• Arrange for debt repayment or establish repayment schedules, based on customers’ financial situations
• Advise customers of necessary actions and strategies for debt repayment
• Answer customer questions regarding problems with their accounts
• Notify credit departments, order merchandise repossession or service disconnection, and turn over account records to attorneys when customers fail to respond to collection attempts
• Sort and file correspondence and perform miscellaneous clerical duties, such as answering correspondence and writing reports
• Contact insurance companies to check on the status of claims payments and write appeal letters for denial of claims

Education and experience

• This position requires a high school diploma or GED (an associate degree is preferred).

Required skills and qualifications

• Excellent interpersonal skills
• Strong negotiation abilities
• Proficiency with database software and Microsoft Office Suite
• Proven ability to overcome obstacles and get results
• Ability to manage time with little supervision

Preferred qualifications

• 2+ years experience working in an inbound/outbound call center environment
• Proficient in Microsoft Office Suite – including Word, Excel, Teams and Outlook
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy

ABC Company is currently hiring collectors for our teams! Collector position will be responsible for managing 400+ accounts related to accounts payable and/or receivable. 

Essential functions:

• Maintains a professional and customer-friendly manner with each account
• Maintains knowledge and compliance with all applicable federal and state laws (e.g., FDCPA, UDAAP)
• Handles outbound and inbound calls professionally and knowledgeably, following the appropriate scripts, when necessary, occasionally fields inbound calls with the same professionalism
• Negotiates payment plans and settlements with our client’s customers based upon client-specific parameters
• Identifies disputes promptly and ensures proper resolution
• Participates in various problem-solving and decision-making activities, as required
• Demonstrates respect and regard for all clients, visitors, and fellow employees to ensure a professional, responsible, and courteous working environment
• Promotes effective working relationships with their team and other departments to help achieve department/company goals and objectives
• Maintains work areas and equipment in conditions as required by department standards; operates assigned equipment and performs all activities in a safe manner

Qualifications:

• Desire a great company culture and team orientated
• Provide best-in-class customer service
• Moderate typing skills required (35 wpm) and basic math knowledge
• Ability to maintain a predictable and consistent full-time work schedule
• Bilingual/multilingual language skills desirable
• Two (2) or more years of general clerical experience a plus
• Collections, accounts payable and/or receivable experience preferred
• Compensation is commensurate with experience
• Successful completion of a thorough criminal background check

Education requirements:

• High school diploma or equivalent required

The right candidates for this role have strong customer service with prior collections experience working in fast-paced and deadline driven positions. You are honest with strong attention to detail and enjoy a competitive environment.

Responsibilities:

• Take ownership of assigned portfolio of accounts
• Execute calls and emails to negotiate and collect commercial debt
• Follow company guidelines as described by Supervisor
• Communicate with clients and internal departments to update account status
• Follow-up with accounts regularly to build a solid partnership

Qualifications:

• Minimum 2 years collections and customer service experience
• Prior success in a similar role
• Outgoing and positive personality eager to learn
• Excellent writing and verbal communication
• Ability to meet deadlines and handle pressure
• Strong MS Office and overall savvy with web applications and databases

ABC Company is looking for multiple Collection Representatives to join our local team.

The ideal candidate will be able to apply their communications skills (verbal and written) to provide excellent customer service in a client-focused and service-oriented environment. This position would suit a positive, innovative, and enthusiastic solution finder with the ability to influence others.

Your future duties and responsibilities

• Responsible for day-to-day collection activities including contacting past due customers to secure payments
• Provide excellent customer service
• Effectively handling irate customers
• Multi-tasking through diverse client-facing systems to document calls and transfer funds accordingly
• Understanding and retention of all necessary collection rules and regulations (which will be included in your new hire onboarding and training)
• Other activities as identified by the collections team. In addition to collections activities, the collector will be required to adhere to productivity and delinquency standards set by the management team.

Required qualifications to be successful in this role

• Must successfully pass a background check
• Must possess a high school diploma or GED
• Continuous self-development and improving job-related skills
• Intake and retain information
• Initiative to solve problems
• Ability to engage others in conversation
• Ability to actively listen and respond in a positive, empathetic manner
• Ability to handle irate customers