Profile of a Collector
As a manager, look for eleven traits in your Collectors. You won't find all eleven, but... if you get six or more, feel good.
The Collector should be
- EMPATHETIC... Should understand and be sensitive to the debtor's position. But should still move for "payment in full today."
- IMAGINATIVE... The effective collector constantly develops better-than-average collection approaches.
- RESOURCEFUL... Reviews a file quickly, yet completely. Extracts meaningful points on which to concentrate.
- INTELLIGENT... Quickly and completely absorbs training in policies and procedures.
- ELOQUENT... Commands the language. When talking, makes very few mistakes in grammar.
- ENERGETIC... Moves quickly and with purpose in the last hour of the day.
- AMBITIOUS... Desires and expects promotions, at reasonable intervals, when work is well done.
- COCKY... is confident and assertive. Dominates, but does so without arrogance.
- ENTHUSIASTIC... Loves to collect, to "get on a telephone roll." Brags about ability to collect.
- RESULTS ORIENTED... Consistently collects more dollars than the average Collector. Consistently makes more than average number of phone calls per day. Consistently makes more than average debtor contacts per day.
- CONTROLLED... Thrives on pressure, or... at least, is not overly bothered by pressure.
Observe your Collectors closely. Question them, relevant to the eleven traits. Where a collector does not qualify for six or more of the eleven, help him/her to do so.
Competent Collectors are not easy to supervise, because each has his/her own ways. But competent collectors are easy to manage, when you let them pursue entrepreneurial instincts within your policy guidelines.
