How to Hire the Right Collection Associates
Hiring collection associates the right way helps consumers effectively resolve accounts instead of feeling pressured. Look for these qualities.
Four Qualities to Look For
- Communication skills: Associates need to communicate clearly, in person and by phone. They should build rapport, listen to concerns, and explain the process simply.
- Empathy: Associates need to empathize with consumers who are struggling to pay. They should stay patient and understanding while they work with them.
- Problem-solving skills: Associates need to find creative solutions. They should help consumers build a payment plan they can actually afford.
- Persistence: Associates need to stay motivated and not give up easily. They should keep working with consumers until the account is resolved.
Beyond these qualities, it’s also important to hire associates who know the Fair Debt Collection Practices Act (FDCPA). This federal law regulates how debt collectors operate. Associates who understand it can collect debts fairly and legally.
Hiring collection associates with these traits helps consumers effectively resolve accounts and helps your business recover more of what it’s owed.
Additional Hiring Tips
- Do your research. Before interviewing candidates, research collection agencies in your area. This helps you identify which ones have a strong reputation.
- Interview candidates thoroughly. Ask about their experience, communication skills, problem-solving skills, and familiarity with the FDCPA.
- Get references. Once you’ve narrowed your choices, get references from previous employers. This gives you a clearer picture of how they performed.
At New World Collections we are experts in all aspects of bad debt recovery. We have the answers! Contact Us
