interview in the collector in your district 8 questions
Answers
What are the responsibilities of collectors as you understand them?
This question measures candidates' awareness of general job responsibilities. It is one way to gauge how prepared someone is for the job.
What to look for in an answer:
A few top duties
Responsibilities listed in your job ad
Specifics versus generalities such as "communicate well"
Example: "The general responsibilities of bill or debt collectors require them to pinpoint customer accounts that are delinquent on payment and to contact customers to discuss payment. Collectors should always follow company policy and maintain good records."
What would your last/current employer say about you?
This question aims to assess candidates' self-awareness and perception skills. It also examines candidates' abilities (or lack thereof) to maintain relationships with employers they have left or are about to leave. Candidates should speak well or at least neutrally about employers.
What to look for in an answer:
Mostly positive answers
One or two "weaknesses"
Comfortable body language
Example: "My current employer would say that I'm pleasant and tenacious. I'm able to take accounts that have been deemed hopeless and recoup at least 50 percent payment in about six months. They would also say that I love challenges and need work with a bit more complexity."
What are collectors forbidden to do when contacting customers?
This question helps you weed out candidates who could get your business in legal trouble by engaging in shady or illegal practices. The question also helps you find candidates who are a good cultural fit for your company.
What to look for in an answer:
Ability to respond quickly
Answers that touch on the prohibited practices that matter most to your company
Wide scope (more than two or three examples)
Example: "Collectors should treat others fairly. That means they can't give out wrong or misleading amounts of debt and can't use foul language. They should never harass customers and need to call only between 8 a.m. and 9 p.m. They shouldn't call customers at their workplace unless that's okay. They should not threaten to take customers' property and assets unless that is actually part of the plan. Collectors should also accurately represent themselves and the company they work for."
What is the Fair Debt Collection Practices Act?
This question helps ensure that candidates know their stuff. Collectors must operate under legal principles, and knowledge of the Fair Debt Collection Practices Act helps them do their job thoroughly and ethically.
What to look for in an answer:
Accurate answers
Smooth flow versus straining to remember
Respect for the law
Example: "The FDCPA is a law that protects customers from shady and unethical behavior. I've been successful at recovering payments while cooperating fully with it. I always treat customers fairly and with respect, and the outcomes are usually good for the company."
What do you do if you simply cannot get in touch with a customer who owes money?
This question nudges into real-life territory by testing how well candidates understand FDCPA and how ethically they do act. It can also assess their persistence and penchant for negotiation or out-of-the-box thinking.
What to look for in an answer:
Honest practices
Balance of persistence versus knowing when to give up
Ability to handle frustration/stress
Example: "I do everything I legally can to let a customer know when he or she owes money. What I do is follow company policy. In general terms, businesses typically send a bill once or twice with deadlines. The next step is a phone call. Then there might be another letter stating the action the company is going to take. If I suspect the customer simply isn't at the address anymore, I try to verify that through public and online records."
How do you motivate customers to pay?
This question lends insight into candidates' personalities. You find out about their abilities to communicate and connect, to think on their toes and to work independently. It also double-checks that candidates know to do nothing shady.
What to look for in an answer:
Ethical behaviors
Respect for customers
Understanding and persistence
Example: "First, I explain to customers why it's so important they pay. When I worked for a plumbing company, I emphasized how payments kept costs low for everyone and ensured that plumbers were paid fairly. I also tell them that I understand life gets in the way. I say that I don't want anything to be overwhelming. I ask if they can go ahead and send $5, and maybe we'll aim for $10 next month. From there, I'm often able to work out a formal plan."
What mistakes do businesses make when it comes to preventing debts and collecting on accounts?
This question gauges candidates' critical-thinking and problem-solving skills. It also looks at their ability to communicate about a company's weaknesses in a straightforward, non-attacking manner.