In an industry often plagued by high turnover and inconsistent performance, the ability to identify and nurture top-tier collections talent can feel like searching for a needle in a haystack. The need for skilled, resilient collectors has never been more crucial. But with the right process and procedures in place, identifying great collectors can feel less like winning the lottery and more like coming across teenagers with their faces in a screen whose favorite hobby is rolling their eyes at you.
During a recent webinar, sponsored by Peak Revenue Learning, a panel of seasoned collections professionals shared their insights and strategies for optimizing the hiring process to pinpoint those rare gems — the individuals who possess the confidence, adaptability, and drive to excel as high-performing collectors. The objective was to identify the tools and processes to identify top talent, creating an environment where collectors are empowered to thrive.
Candace Allen, a team leader at Williams and Fudge, emphasized the importance of confidence and work ethic as traits possessed by individuals who become great collectors. “Confidence and probably work ethic are two of the top things I look for when hiring new collectors,” she said. “These individuals need to have the self-assurance to navigate challenging conversations with consumers, as well as the drive to consistently perform at a high level.”
On top of confidence and work ethic, professionalism and genuine desire for the job are also key indicators of future success, said Irene Hoheusle with ARM Compliance Business Solutions. “I want someone who looks and acts professional, not like a ‘gangster,’” she explained. “And they need to have a true desire to be here, not just because they need a paycheck until something better comes along.”
When it comes to the screening and interview process, the panelists stressed the value of incorporating a variety of assessments to gauge a candidate’s skills and aptitude. Calder Willingham, CEO of Creditors Bureau Associates, emphasized the importance of having “filters” in place, such as multi-stage questionnaires and hands-on simulations.
“We have candidates go through several rounds of questions, and we pay close attention to how they respond,” Willingham said. “Do they provide thoughtful, detailed answers, or are they giving us the bare minimum? We also have them work through a collection software simulation, where they have to navigate a mock call and demonstrate their ability to follow instructions and treat the consumer with empathy.”
Ken Peck, Chief Compliance Officer at Lockhart Morrison Montgomery, highlighted the value of role-playing exercises during the interview process. “I love doing real role-playing with candidates,” Peck shared. “I want to see how they would de-escalate a challenging conversation, or how they would negotiate for a payment. These types of scenarios give us a much better sense of their true capabilities.”
But the experts agreed that the hiring process is just the first step. Ongoing training, mentorship, and support are crucial for helping new collectors develop and thrive. Irene Hoheusle emphasized the importance of making training engaging and fun, using tools like Kahoot and Dingbats to keep participants interested and motivated.
“Training can’t just be a lecture or a boring PowerPoint presentation,” Hoheusle said. “You have to find ways to make it interactive and enjoyable, or you’ll lose their attention and they won’t retain the information.”
Willingham also stressed the role of strong leadership in nurturing new hires. “You need good leaders and trainers who can motivate and support these new collectors, especially the ones who may struggle initially,” he explained. “It’s about helping them build confidence and improve their skills, not just leaving them to sink or swim.”
As the collections industry continues to evolve, the ability to identify, train, and retain top-performing collectors will be a key competitive advantage. By focusing on the right traits, implementing effective screening and assessment tools, and providing ongoing support and development, collections organizations can build a strong, resilient workforce capable of navigating the challenges ahead.
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Identifying People Who Will Become Great Collectors
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By AccountsRecovery.net