1. According to you, what are the major responsibilities of a collector?
You can ask this question to measure the aspiring candidate’s awareness of the responsibilities of the job. It is also a great way to assess how much a candidate is actually prepared for the job
Points to look for in the candidates answer
· Responsibilities that you have listed in your job advertisement
· Some major responsibilities of a collector
· Specific as well as general answers.
A short example of the answer:
The major responsibilities of a debt collector include getting delinquent payments from the consumers, keeping track of the accounts, and negotiating with the debtors.
2. What is prohibited for the collectors when contacting a customer?
This question allows you to understand whether a candidate is fit for the role and will not cause trouble for your company in the future with malpractice laws. It also lets you know whether a candidate is good for the work culture of your company.
Points to look for in the candidate's answer
· Quick response
· Mention of the prohibited practices for collectors (that also match with your company expectations)
· Wide scope
A short example of the answer:
A collector should treat everyone in a fair way and be honest when speaking with the customer. The collector should not use any kind of abusive language or threating the customer with severe legal action. Also, the collector must introduce themselves and the company in the beginning and talk clear-cut rather than deceiving the customer.
3. What would your last or current / employer have to say about you?
You can ask this question to assess the self-awareness of the candidate and his or her abilities, and how they maintain relationship with their employers.
Points to look for in the candidates answer
· Positive points of themselves
· A weakness or two
· A comfortable body language when they give the answer
4. What is the Fair Debt Collection Practices Act?
A collector should always work legally and be ethical in their job. They should have a good knowledge of the Fair Debt Collection Practices Act as it will help them in following the rules and regulations they have to abide by when they work with your company.
Points to look for in the candidate's answer
· Smooth flow of answers
· Precise answers
· Value and respect for the law
A short example of the answer:
FDCPA is a law passed to protect consumers for unethical practices of debt collectors. I have a record of abiding by the law and treating the debtors fairly while recovering the pending debts.
5. How do you inspire customers to pay pending debts?
This question gives you a greater insight into the candidate’s abilities to communicate with the debtors well, and how they get the work done. It also lets you know about the candidate’s personality and whether they do not follow any malpractice.
Points to look for in the candidate's answer
· Respect towards customers
· Understanding and empathy for customers
· Ethical behavior in the process
A short example of the answer:
I begin by listening to what the customer has to say and empathize with them. Then I explain to them why it is an important for them to repay the debts as it will only lessen their burden.
6. What do you do when you cannot get through to a debtor?
By asking this question, you get to understand how well a candidate follows the law and acts ethically according to it. You can also examine whether a candidate has the appropriate negotiation skills and persistence to communicate with the customer.
Points to look for in the candidate's answer
· Honest ways to get in touch
· How the candidate may handle stress or frustration
A short example of the answer:
I follow the company policy and initially intimate the customer regarding their pending debts, this process goes on through calls or messages. If the customer does not seem to respond, I verify the address or number through online records.