Typically, previous experience in customer service or in a call center is necessary to enter a Collection Agent career. Many employers have large teams of Collection Agents who hold positions of varying seniority. Entry-level positions usually require only 1 or 2 years of customer service experience. For senior roles that involve collecting large debts, supervising other agents or training new hires, 3-5 years of work history as a Collection Agent may be required.
O que faz um Collection Agent?
A Collection Agent, or Account Collector, seeks overdue payments from customers. They make phone calls, establish payment plans and update customer records.
Responsabilidades
Um Collection Agent deve ser capaz de cumprir vários deveres e responsabilidades. A seguir apresentam-se alguns deveres e responsabilidades que um Collection Agent deve ser capaz de desempenhar:
Using computer software and databases to locate customers who have moved
Discussing debts with customers and creating a payment plan that allows them to pay what they owe
Collecting payments via credit card or direct debit via phone
Negotiating settlements to accept a percentage of the debt
Logging every contact attempt and the outcome of the contact
Removing settled debts and deceased individuals from records
Updating credit files when debts are satisfied
Beginning legal proceedings, such as foreclosure or repossession, when debts can’t be settled
Habilidades necessárias
Um Collection Agent competitivo terá determinadas competências e qualificações, incluindo:
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Proficiency in the use of database and debt collection software to update records and interpret payment information
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Research skills to locate customers and track down errors that may have led to inaccurate reporting of debts
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Conflict resolution and negotiation skills to overcome obstacles to collecting payment
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Multitasking skills to move from one case to another
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Written communication skills to keep detailed, simple-to-understand notes about contacts
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Oral communication skills to interact professionally with customers and coworkers
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Customer service skills to handle objections and deal with distressed individuals
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Extensive knowledge of laws related to collections and codes of ethics for Collection Agents
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