Hiring debt collectors

A debt collector's overarching goal is to resolve debt. A strong candidate will be able to provide clear examples of times they met this goal, and the tactics and skills they used to do so. As great customer service goes a long way in debt collection, your candidate should be able to demonstrate interpersonal skills in their answer.

Occasionally, debt collectors must resort to skip tracing. Ensure that your candidate understands when it is appropriate to skip trace and can perform solid research within established legal bounds. Candidates should follow best practices, such as never accessing private information without consent.

Your candidate should be deeply familiar with the FDCPA, or the regional equivalent, which sets the legal standard for how debt collectors interact with customers. They should be committed to treating all customers fairly, and to following all procedures set forth in customer protection laws, such as contacting customers only at appropriate times and never misrepresenting the amount of debt owed.

Debt can be an emotional subject. It’s not uncommon for a collector to encounter strong emotions or language. Collectors should remain calm and professional when speaking with customers, even if the customer is angry or upset, and lead from a place of empathy while clearly communicating all necessary information.

A strong candidate will demonstrate their commitment to following company protocols while showcasing their problem-solving skills. Candidates may describe contacting customers a set number of times during business hours, assisting a client with letter-writing, or performing further research on customer whereabouts.

When attempting to collect debt, collectors often encounter excuses. A strong candidate will be equipped with a clearly defined set of negotiation tactics that can streamline payment discussions. A debt collector’s ultimate goal is to resolve debt, so your candidate should be well-versed in hearing customers out and providing solutions.

Debt collectors frequently communicate with customers, debtors, lawyers, and team members. Whether they’re casually conversing with a colleague or breaking down payment options for a difficult customer, candidates should prioritize reliable, effective communication. By doing so, they can improve teamwork, productivity, and conflict resolution.

Between customers anxious to repay debts and elusive debtors, debt collection can be a high-stress job. Your candidate should be able to describe healthy, productive stress management tactics. Perhaps they remind themselves not to take anger personally or take a short walk after a particularly stressful phone call.

A strong candidate will be able to articulate the skills needed to excel in debt collection, and whether or not they possess them. They may mention their strong interpersonal skills or their background in customer service. Perhaps they will note a deep understanding of legal procedures or a strong sense of ethics.