Job
Behavior |
Value
to the Job |
Places outbound
calls to contact consumers regarding their
debts. |
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Performs
skip-tracing activities when necessary to locate
consumers. |
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Adheres to
legal regulations regarding call restrictions
(e.g., when, where, and how many times a
collector may call). |
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Answers
incoming calls from consumers to discuss debts,
answer questions, and make payment arrangements. |
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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). |
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Leaves messages
for consumers when unable to reach them. |
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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. |
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When speaking
to the debt holder, completes an identity
verification process to ensure proper identity. |
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Informs the
consumer of the debt, the amount of the debt,
and that payment is due. |
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If the consumer
disputes the debt, identifies the reasons for
the dispute (e.g., fraud, dissatisfaction with
product or service). |
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If the consumer
disputes the amount of the debt, identifies what
portion of the debt the consumer is disputing
(e.g., finance charges). |
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Responds to
objections, disputes, and stalls to persuade the
consumer to pay the debt. |
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Uses all
available resources (e.g., address databases,
copies of bills) to prove to the consumer that
the debt is valid. |
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Persuades
consumers to pay debts by explaining the
benefits of paying and the consequences of not
paying. |
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Negotiates debt
reduction if necessary to obtain payment,
ensuring that the debt reduction stays within
account guidelines. |
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Questions
consumers regarding income and expenses to
determine debt payment feasibility and arrange a
payment plan. |
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Works with
consumers to identify potential sources to
satisfy the debt (e.g., personal savings,
insurance, special programs). |
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Determines
details of the payment plan with the consumer,
including the payment method, timing, amount,
and number of payments. |
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Obtains
agreement from the consumer regarding everything
discussed on the call. |
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Documents the
results of the call, including any payment
arrangements that were agreed upon. |
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Updates
consumer’s contact information to facilitate
future communication (e.g., phone numbers,
address, place of employment). |
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Transfers calls
to another collector or supervisor when
appropriate to diffuse the consumer, continue
the discussion, and improve the chances of
collecting the debt. |
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When consumer
insists that the debt is fraudulent, informs
consumer of fraud documentation procedures and
notes this status in the account. |
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Contacts
consumers to follow up on payments that were
promised but not received. |
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Communicates
with companies who are refinancing debt for a
consumer (e.g., finance companies, mortgage
companies) to facilitate debt payment
arrangements. |
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Attends
meetings and/or reviews e-mails to stay informed
of company-related issues (e.g., company
policies, new accounts or clients). |
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Reviews group
and/or individual performance reports to improve
collection strategies and track performance
towards collection goals. |
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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. |
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