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Job description1.1. Responsibilities
1.1.1. Keep track of assigned accounts to identify outstanding debts
1.1.2. Plan a personal course of action to recover outstanding payments
1.1.3. Locate and contract owing members to enquire about their payment status
1.1.4. Negotiate payoff deadlines or payment plans
1.1.5. To contact no less than 50 members per day
1.1.6. Contact 80 members if they are not on target
1.1.7. Use Gym Company cell phones to WhatsApp all members who not answer or who go to voicemail.
1.1.8. Investigate and resolve discrepancies
1.1.9. Create trust relationships with members when possible to avoid future issues
1.1.10. Update account status and database regularly
1.1.11. Alert superiors of debtors unwilling or unable to pay when necessary
1.1.12. Comply with requirements when legal action is unavoidable
1.1.13. Contact all members on your age analysis at least twice in the month
1.1.14. Add and update notes timeously on the system daily
1.1.15. Remove members off of the SMS list when required
1.1.16. Achieve your daily, weekly and monthly target
1.1.17. Be knowledgeable of double debits and cancellations policies and procedures.
You guessed it; No. 1 on the list is listen. That’s it. You may be the world’s best investigator, skip-tracer and location agent, able to find that missing person that owes money, but what do you do when you finally get them on the phone? You shut up and listen. They always have a story to tell and they need to tell it, so listen to them.
2. Be Sensitive.
Confidence is great, but a big ego will get you nowhere. The debtor is already embarrassed enough about the situation so try to be a little sensitive to their feelings. Do not yell at them, talk over them or belittle them. Show some compassion and empathy; it goes a long way.
3. Keep Your Cool.
No matter what, no call and no person is worth ruining your day and your mental well-being. If a debtor starts yelling at you, frustrating you with broken promises, or with bounced payments, take a deep breath and relax. This is just one case out of a hundred that you will work today. Do not sweat the small stuff. Let them have their rant; they will run out of steam eventually.
4. Take Your Time.
Collectors make this mistake all the time, especially those who have been doing the job for a long time. Slow down. Speak in a calm, even, well-paced voice. You will carry more of a sense of gravitas and authority, your phone messages will be clear and well understood, and you will perform more effectively.
5. Be Clear and Concise.
Speak with feeling and confidence. Yes, this is the fiftieth call you have made today, but, again, show some compassion and sensitivity. Be transparent. Once you have identified you have the correct person, advise them your name, the name of your company and why you are calling. Do not try to deceive them, as they will smell something is not quite right. Be up front and honest.
6. Understand Your Job.
The role of a collection agent is working file after file, but understand the big picture. What are the bankruptcy procedures? How will this affect the debtor’s credit rating? What are the legal procedures, if this were the case? If you are not one of the best collectors in the office, watch and listen to what they do. Often key phrases that motivate debtors, a specific tone or approach may be necessary to succeed. Also, understand what your client wants. Do they want payment in full or would they be happy with reduced lump sums? Do they want to accept instalments? Make sure you know what the client wants out of this deal.
7. Help Your Co-Workers.
If you can, offer advice and experience to other less-skilled agents in your office. Your agency will only succeed through teamwork, and it is not “every man for himself”.
8. Be Compliant.
Make sure you stay within the bounds of collection laws, make sure you do not act outside of your agency’s rules, or the guidelines set down by the client. Do not make inaccurate or false notes on a debtor file, do not try to cherry pick the best cases or ditch cases without an honest attempt to collect them. Integrity goes a long way and your reputation is on the line, so behave accordingly. Do not kid yourself – you will be caught, and cost yourself and your agency in the end. Be honest.
9. Do Not Waste Your Time.
If you have spent 30 minutes on the phone with a debtor over a $100 payment, you may be wasting your day. The best use of your time is arranging payments. Again, take a deep breath and decide – is this debtor going to pay? Make a dispassionate decision, end the call with consequences if you can, and process the file.
10. Have Fun.
This is obviously a tough time for the debtors or can be embarrassing for the person you are dealing with on the other end of the phone, so try to have a laugh at it all. No harm in having a bit of fun while you do your work. This will put the debtor at ease and your day will go quicker if you are having fun and enjoying yourself. Debt collection can be a fun job – like any other. It all depends on your attitude. So try and keep positive and show your funny side with the debtors.
The best collectors have a range of skills that make them successful – intelligence, intuition, the ability to be objective, quick thinking to adapt to new situations, good diction and communication skills, the ability to problem-solve, and some charisma. However, collectors with these skills will not succeed unless they simply listen and learn. Anyone can be an excellent collector, as long as they have the ability to listen, learn and take direction. Have fun out there
Posted on 04 Sep 09:37