10 good debt collector interview questions
- A debtor has missed 6 months of payments. When you call them, they start talking about their difficulties and get emotional. How do you handle it?
- How do you ensure that you get the necessary information from someone who’s eager to hang up on you?
- How would you perform skip tracing? How do you ensure the procedure’s legality?
- How would you decide whether legal action were the only solution?
- What would be your response to a customer who’s using obscene or offensive language towards you?
- Can you think of a few common excuses that debtors may make? How would you respond to each of them?
- What do you like about this job?
- How do you feel about working with targets?
- What collection methods do you know?
- How familiar are you with FDCPA/HIPAA/etc. dictations?
Here are 10 essential interview questions and sample answers to help identify the best candidates for this role.
1. A debtor has missed 6 months of payments. When you call them, they start talking about their difficulties and get emotional. How do you handle it?
Empathy is key in such situations. The candidate should demonstrate understanding while maintaining professionalism, ensuring the debtor is aware of their obligations.
Sample Answer:
“I would listen to their concerns, express empathy, and then gently steer the conversation back to finding a solution for repayment. It’s essential to be understanding but also to ensure the debtor knows their responsibility.”
2. How do you ensure that you get the necessary information from someone who’s eager to hang up on you?
This question tests the candidate’s persistence and communication skills. They should be able to handle rejection while remaining calm and focused.
Sample Answer:
“I would remain calm and politely reiterate the importance of the conversation. I’d also ask open-ended questions to engage them and ensure they understand the consequences of not addressing the debt.”
3. How would you perform skip tracing? How do you ensure the procedure’s legality?
Skip tracing involves locating individuals who can’t be found at their reported address. The candidate should be aware of legal methods to obtain this information.
Sample Answer:
“I would use online databases, public records, and credit reports to locate the debtor. It’s crucial to ensure all methods used comply with the FDCPA and other relevant regulations.”
4. How would you decide whether legal action were the only solution?
The candidate should demonstrate a balanced approach, considering all options before resorting to legal action.
Sample Answer:
“I would exhaust all other avenues first, including negotiation and payment plans. Legal action would be the last resort, considering its implications for both the debtor and the company.”
5. What would be your response to a customer who’s using obscene or offensive language towards you?
This question tests the candidate’s patience and professionalism in challenging situations.
Sample Answer:
“I would remain calm and not take the comments personally. I’d remind the customer of the importance of maintaining a respectful conversation and, if necessary, suggest continuing the discussion at another time.”
6. Can you think of a few common excuses that debtors may make? How would you respond to each of them?
The candidate should be familiar with common objections and have strategies to address them.
Sample Answer:
“Some common excuses are financial hardships, disputes about the debt amount, or claiming they never incurred the debt. I’d address each by offering payment plans, verifying the debt details, or providing evidence of the debt, respectively.”
7. What do you like about this job?
This question gauges the candidate’s motivation and passion for the role.
Sample Answer:
“I appreciate the challenge of negotiating and finding win-win solutions. It’s rewarding to help individuals address their financial obligations while also achieving the company’s goals.”
8. How do you feel about working with targets?
Targets are common in debt collection roles. The candidate should be comfortable with this aspect.
Sample Answer:
“I view targets as a way to measure my performance and push myself. They provide clear goals and motivate me to excel in my role.”
9. What collection methods do you know?
The candidate should be familiar with various methods to approach debtors.
Sample Answer:
“I’m familiar with phone calls, emails, letters, and in-person visits. Each method has its time and place, depending on the debtor’s situation and the nature of the debt.”
10. How familiar are you with FDCPA/HIPAA/etc. dictations?
Knowledge of regulations is crucial in this role to ensure all actions are legal.
Sample Answer:
“I’m well-versed with the FDCPA guidelines and always ensure my actions are compliant. I also stay updated with any changes to ensure I’m always following best practices.”
Not everyone is cut out to be a debt collector. The job doesn’t usually require more than a high school diploma (a bachelor’s may be desirable occasionally), and doesn’t call for much specialized knowledge. Yet, it’s often stressful and can cause emotional and mental strain. Hire the person who can persuade you that they can both do the job and endure its negative aspects.
The profile of a successful debt collector is straightforward — immensely patient and polite, yet assertive and persistent. Critical-thinking and negotiation skills are highly valued. You’ll also need candidates who are computer savvy and have some customer service/call center experience. Knowledge of debt collection best practices and regulations is very useful, so if they have already worked as debt collectors, all the better for you.
By nature of their job, they’ll be faced with both typical and unique circ*mstances. Present them with different scenarios to see how well they can think on their feet. Find out how their past experience has given them the necessary skills to complete the position’s duties and what motivates them to do it. You can use the following open-ended questions as a guide.
Let’s summarize some of the questions and add a few more divided into specific types.
