Collections RepresentativeSample Job Descriptions, Salaries, and Interview Questions
With exposure to a variety of people, responsibilities, and experiences in a professional work environment, collections representatives are a crucial part of their organizations, and essential in ensuring the company’s bottom line.
Working with customers is at the heart of the collections representative role. Whether it is to arrange for debt repayment, advise customers, or answer their questions, collections representatives should have the drive and ability to communicate well and work through obstacles to get results.
Besides having excellent interpersonal skills and strong negotiation abilities, collections representatives should know how to manage many important tasks in an often-busy work environment, as well as communicate with others both within and outside of their organization.
Sample job description #1
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.
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 clients’ 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
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
Successful completion of a thorough criminal background check
High school diploma or equivalent required
Sample job description #2
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.
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.
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.
Sample job description #3
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
Average salary and compensation
The average collections representative makes $43,400 in the United States. Compensation will vary depending on skills, education, experience, industry, and employer size.
Los Angeles, California
Minneapolis-St. Paul, Minnesota
New York City, New York
Sample interview questions
Describe the role and responsibilities of a collections representative.
What strategies would you use to locate clients and then follow up with them?
How would you keep track of payment records for each account?
What do you know about the Fair Debt Collection Practice Act?
How would you keep track of payment records for each account you are working with?
What qualities do good collections representatives have?
Are you comfortable using a telephone?
How often would you follow up with your clients?
How would you handle an aggressive client?
Can you describe a time you successfully convinced a client to pay off a debt? What steps did you take?
Describe a time you had to tell someone difficult news and how you handled it.
Tell me about a time where your actions didn’t line up with your core values.
What is your ideal workspace environment?
What do you do if after trying everything you simply cannot reach the client who owes money?
Tell me about a time you made a mistake. How did you handle it?
What would your last employer say about you?
Describe a time you received criticism from your supervisor. How did you respond to it?
How do you motivate customers to pay?
What are the qualities that a collections representative should have?
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