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0-5 years of experience
Worked with a portfolio of delinquent accounts to assist in their inquiries, complaints, billing questions and payment/extension service requests
- Resolved escalation calls in which irate customer were asking for supervisor
- Kept company and department goals in line each month by setting up payment and setting up forbearance agreements over the phone
- Processed skip tracing routing to locate clients and performed asset management activities s that promoted customer goodwill and retention
- Maintained 100% quality adherence every month through random call monitor
10+ years of experience
Trained and supervised 14 employees in the collection of delinquent accounts.
- Followed up on client’s billing disputes.
- Drafted letters to insurance companies and attorneys in 3rd party law suits.
- Appeared in small claims, superior courts and workers comp cases as required.
- Reviewed, and determined which accounts qualified for possible legal action, or charge off.
- Performed desk reviews each month to ensure collection goals and deadlines were met.
- Prepared month-end reports as needed.
6-10 years of experience
Performed collection and loss mitigation activity for consumer, and real estate both in-house and serviced.
- Prepared loans for charge off review.
- Recommended legal action when appropriate.
- Assigned repossession requests.
- Balanced general ledgers accounts.
- Answered telephone calls and solved customer concerns.
0-5 years of experience
Responsible for collection and customer service for a specified portfolio of accounts over 60-days.
- Besides regular assignments, as part of a three-person team, implemented a program, which resulted in the reduction of aged receivables by 65%.
- Improved customer payment rates by analyzing and effectively supporting these accounts that had been neglected.
- Implemented a coding system to prioritize accounts approaching charge-off for immediate collections with a success rate of 70% improved collections.
- Within a collection staff department where there is an average of 85 calls per day, increased personal productivity to an average of 150 calls per day.
0-5 years of experience
- Reduced the default of credits by 10% in a 6 month period by conducting and monitoring debt rescheduling of 20 borrowers based on financial and collateral analysis.
- Conducted industry analysis to assess worthiness of debt rescheduling.
- Coordinated the execution of collaterals and foreclosure proceedings with the Legal Division.
0-5 years of experience
Increased recovery of asset losses by 40%
- Executed garnishment of wages and accounts
- Managed all bankruptcies and delinquency processes
- Conducted the collection and sale of repossessions
6-10 years of experience
Responsible for recruiting, staffing, and training Associate Card Collections team, including Early, Mid, and Late Stage Collections.
- Performed all supervisory tasks including coaching, evaluations, performance management, and personnel administration.
- Partnered with Compliance to revise department procedures to meet OCC regulatory guidelines and requirements.
- Developed and executed manual and dialer campaigns to drive business metrics, including reducing Roll Rates and Net Credit Losses.
- Created strategies to ensure efficiency and success across three specialty Card Collections teams (Associate Card, VIP, and Signature Card).
- Handled escalated issues with [company name] Premier Clients, Premier Bankers, and Executive Management team.
- Analyzed daily internal reports to allocate resources across six stages of delinquencies (5 Day to 150 Day).
- Facilitated Specialty Card Collections training sessions, unit meetings, and weekly floor rallies.
- Received the prestigious “Making A Difference” award for 3rd quarter contributions to the department.
- Recipient of numerous Highest Team Productivity, Top Performing Team Manager, and Quality awards.
0-5 years of experience
- Collected on all past due balances 30 days+
- Researched and resolved invoice discrepancies
- Reduced DSO in 60-90+ day column from 400k to 100k without assigning accounts to outside agency
- Interacted with sales representatives and attended biweekly meetings with staff to discuss and plan strategies of resolving and curbing billing errors
6-10 years of experience
Loan Collections Officer for multi-type of loans, continuous customer service
- Demonstrated proficiency with answering multiple phone lines
- Maintained Files and company correspondence.
- Provided customers with loan payoffs, account balances, amount due on loans, and general questions
0-5 years of experience
- Collected on various first party credit accounts
- Negotiated payments and settled accounts on behalf of company
- Remained as one of the top 10 of 30 collectors on company collection reports
0-5 years of experience
Performed collection by both inbound and outbound calls on delinquent accounts. Educated members on options for deferring payments and found solutions for resolving delinquency
- Successfully managed portfolio of accounts with early delinquency to accounts that were eligible for repossession
- Make repossession decisions, processed the request, and followed account until vehicle was sold and then collected deficiency balance
- Successfully collected over 90% of my accounts monthly to reduce delinquency on any account over 60 days past due
6-10 years of experience
Performed collections activities on delinquent loan accounts to include repossessions, foreclosures, bankruptcy proceedings, and disposition of repossessed assets.
- Generated consumer and mortgage loans per Bank loan policies.
- Managed loan department personnel and loan record retention practices.
- Oversaw Automobile Dealer Loan Portfolios.
0-5 years of experience
Handled loan related customer service inquiries for accounts thirty days plus delinquent.
- Set customers up on payment plans and followed up when payments were not met.
- Used autodialing system to maximize effectiveness and increase contact ratios.
- Advised customers of refinancing program to maintain high quality & assurance rate.
- Maintained high quality & assurance percentage of 97%, and maxed out on bonuses.
- Handled insurance and escrow issues.
0-5 years of experience
Issued billings and conduct litigation interviews for unpaid state taxes.
- Processed and maintained data entry for real and personal property tax collections.
- Reviewed and assessed compliance of unpaid state taxes on personal / personal property tax returns.
- Processed liens, wage garnishments, and bank levies for delinquent accounts.
- Assisted customers/taxpayers with problems, concerns, and complaints on tax billings and returns.
- Issued first and final notices of seizure to tax payers.
0-5 years of experience
Monitored delinquent accounts on daily basis
- Created and monitored monthly reports for delinquent accounts
- Assessed if accounts should be forwarded to collection agencies
- Responsible for repossession of vehicles
- Processed documents with the DMV to bring titles of vehicles current
- Set up and purged members accounts for the credit union
- Assisted as a back up teller when needed
0-5 years of experience
- Obtained the repayment of debt by account holders who were past due by 30-59 and 60-89 days.
- Assisted the business in managing the net credit write-off and the delinquency rate to within budgeted level.
- Initiated collection, investigated customers’ history, negotiated terms and suggested alternatives for the settlement of the customers’
- Initiated reversal of penalties and charges as requested by customers subject to the policy on reversals as part of the settlement process.
- Reviewed and processed reinstatement and renewal requests by customers.
- Detected possible credit card fraud at an early stage and escalated to upper management for remedial actions.
- Identified and segregated credit card portfolios by risk and adopted appropriate collection strategies for each segment.
- Aided in controlling account risk to reduce net credit loss for the bank.
0-5 years of experience
Worked on reconciling over 100 accounts on a daily basis to include: accounts that were over 90 days past due as well as delinquent VISA and repossession accounts
- Negotiated arrangements with members to bring their past due accounts to ‘current’ status
- Responsible for processing repossession accounts by assigning the account to repo companies and once the unit was picked up sending it to the auction floor with the floor price for the vehicle
- Used various search engines to price the units recovered to prepare for auction
- Used various search engines and tactics for skip track delinquent members
- Utilized cost management skills in figuring out recommendation for charge off accounts for the end of the month report.
- Responsible for extracting information from the entire home equity portfolio for the annual audit report
Collections Officer Duties and Responsibilities
Collections officers are hired by many types of businesses that serve a large customer base and by collections agencies, but job duties do not vary much from company to company. Core responsibilities for collections officers include:
Make Calls to Clients Collections officers attempt to locate and contact clients, primarily over the phone, in order to talk with them about their debts. This includes calling customers at home, at work, and on their cellular phones.
Negotiate Payment Schedules Collections officers speak to customers to negotiate payment plans and payment schedules that suit their current financial situation while still satisfying the debt.
Advise Customers Collections officers advise customers on their various payment options. If no payment agreement can be reached, collections officers inform customers of further actions that may be taken to collect overdue debts.
Maintain Customer Files Collections officers keep customer files updated, recording times and dates that contact has been made and noting information that customers have received about their debt.
Prepare Statements Collections officers prepare statements to be given to credit departments and banks when customers fail to meet their payment agreements or when no payment agreement can be made.
Write Letters Collections officers write letters to customers to inform them of their debts. When customers fail to meet their payment obligations and fail to make payment agreements, collections officers write letters to credit agencies, insurance companies, lawyers, and customers’ employers to collect debt without the customer’s aid.
Answer Phones Collections officers answer incoming calls from customers and other individuals.
Collections Officer Skills and Qualifications
Collections officers have excellent communication and people skills and use persuasive techniques to collect overdue debts from customers. Companies that hire collections officers look for professionals with the following skills:
- Communication skills – collections officers need both written and verbal communication skills to draft letters and speak clearly to clients about their payment options, employing persuasion and other tactics in order to collect debts on overdue accounts
- Attention to detail– collections officers are detail-oriented professionals who take accurate and informative notes for client records and follow proper company procedures for debt collection
- Data entry– because collections officers enter information into digital systems, some data entry ability is essential
- Computer skills– collections officers work with multiple types of software programs, which requires good computer skills
- Mathematics – because collections officers work with debts and finance, basic math skills are required
Collections Officer Education and Training
Collections officers need a high school diploma or equivalent. This is an entry-level position, so no further education or training is required. However, candidates who have past work experience in collections or some type of business training can stand out from competitors vying for the same job. Collections officers receive paid hands-on training under the supervision of a manager or team leader to become familiar with company protocols. Collections officers also receive scripts and written templates to follow to facilitate communication with customers. The training period is brief, typically one to two weeks.
Collections Officer Salary and Outlook
According to statistical data from the Bureau of Labor Statistics, bill and account collectors (who perform the same duties as collections officers) earn a median pay of $35,350 annually and $17 hourly. Through the year 2026, jobs in this field are projected to decline by 3 percent. Full-time collections officers receive basic benefits packages that provide health insurance coverage. Some companies offer dental and vision insurance coverage as well. In addition to base salary, collections officers receive commission bonuses.
Helpful Resources
Find career opportunities, work strategies, and other helpful information for becoming a successful collections officer using these resources:
Debt Collection Simplified – use this straightforward debt collection guide to learn the basics of debt collection through real-world examples of common situations collections officers and similar professionals face The Association of Credit and Collection Professionals – find self-paced training guides, career networking opportunities, and collections industry events at the ACA website
Debt Collection Letters & Forms: How to Get Your Customers to Pay – this book provides ready-made letters and collections forms that use persuasive language to convince customers to pay their debts
National Association of Credit Management – NACM provides collections officers and other debt collections professionals with certification program information, learning center resources, collections news updates, webinars, and lots of other resources for learning tips and tricks to collect debts successfully
20 Tricks, Tips & Techniques to Successful Debt Collection – learn simple, straightforward strategies for debt collection in this book, which was written for collections officers and debt collection professionals of all types
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Collections Officer
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
