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. 

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 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

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

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.

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.

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.

LocationSalary LowSalary High
Phoenix, Arizona$43,150$58,350
Los Angeles, California$48,650$65,850
Denver, Colorado$40,550$54,900
Washington, DC$49,400$66,850
Miami, Florida$40,350$54,650
Orlando, Florida$37,250$50,400
Tampa, Florida$37,600$50,900
Atlanta, Georgia$39,450$53,400
Chicago, Illinois$45,350$61,350
Boston, Massachusetts$49,050$66,350
Minneapolis-St. Paul, Minnesota$39,100$52,900
New York City, New York$51,600$69,850
Philadelphia, Pennsylvania$42,050$56,850
Dallas, Texas$40,900$55,400
Houston, Texas$40,750$55,150
Seattle, Washington$47,200$63,850
National Average$36,850$49,900

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?

Collections Representative Jobs in Ashburn

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