Collector - October 2016 - 21

Looking Deeper H ave you ever hired a skilled collector after a successful interview, only to find the person really wasn't a good fit with your company's culture or the position itself? You may initially hit it off with an applicant, but there are a lot of reasons why the person you meet in an interview is not exactly the same person who shows up on that first day. This disconnect is often related to your impression of the applicant's personality and character from the interview rather than the person's actual job skills. "A lot of things can go wrong when we end up with someone we didn't expect on our payroll," Carletta Clyatt, senior vice president of sales at The Omnia Group, explained during a seminar at ACA International's 2016 Convention & Expo. "Sure, those hires seemed like quality candidates, you liked them, they had all the right answers and it was easy to visualize them fitting in with your team-but savvy interviewees are skilled at fooling even the most perceptive hiring managers." Applicants who are socially confident, prepared to sell themselves in an interview and effectively answer questions based on stated job requirements can be convincing enough to make you believe they will be your agency's next superstar collector. But hiring managers need to dig deeper to ensure the person is truly right for the position. Along with great interview questions to uncover work history and qualifications, a personality assessment can identify how an applicant will fit into the position and work environment. "It provides useful insight into an individual's strengths and challenges, giving the manager a guide for effectively leading, coaching and engaging to the unique needs of that collector," Clyatt said. COLLECTOR 10.16 There's more to a promising collection candidate than confidence and quick responses. Personality and behavioral assessments can help you pinpoint the right person for the job. By Katy Zillmer The Omnia Group specializes in behavioral assessments to help companies select applicants that are the right fit for the job and culture based on their personality tendencies. These assessments can reduce hiring mistakes, decrease turnover and help retain top collectors. New hires should be judged by three components: their skill set, how they fit into your work environment and their talent. While it's important to understand their current skills, keep in mind there are also skills tailored to your company that can be taught through on-the-job training. "Sometimes too much focus is put on the skill set and not on natural ability or the culture," Clyatt said. Managers are tasked with finding the right candidates and filling open positions to keep up productivity on the collection floor. "As we all know, the selection process from recruiting to interviewing is very time consuming," Clyatt said. Based on the nature of the credit and collection industry and its strict regulations and compliance requirements, collectors have to be professional and mindful of consumers' privacy and the tough situations they may be facing. Some consumers may not want to talk at all while others may be ready to set up a payment plan and resolve their account. There is no predictability when talking with consumers, meaning collectors have to be adaptable while accepting of the structure and rules in their work environment. Clyatt said the best collectors possess a special combination of personality traits to help them handle the variety of situations that can come up on the collection floor. FOUR PERSONALITY PILLARS The Omnia Group provides graphs and user-friendly content so companies can see 21

Table of Contents for the Digital Edition of Collector - October 2016

President’s Page
Industry News
Best Practices
FYI
Collection Tips
Connect the Dots
Looking Deeper
Head of the Class
Calendar
Honor Roll
The Formula of Five
How to Create Winning Bids and Proposals
A Running Start
ACPAC Election Watch
ACA’s Industry Advancement Program Aids Eleventh Circuit Win for Member Company
Compliance
ACA SearchPoint
Last Word
Collector - October 2016 - Cover1
Collector - October 2016 - Cover2
Collector - October 2016 - 1
Collector - October 2016 - 2
Collector - October 2016 - President’s Page
Collector - October 2016 - Industry News
Collector - October 2016 - 5
Collector - October 2016 - 6
Collector - October 2016 - 7
Collector - October 2016 - Best Practices
Collector - October 2016 - 9
Collector - October 2016 - FYI
Collector - October 2016 - 11
Collector - October 2016 - Collection Tips
Collector - October 2016 - 13
Collector - October 2016 - Connect the Dots
Collector - October 2016 - 15
Collector - October 2016 - 16
Collector - October 2016 - 17
Collector - October 2016 - 18
Collector - October 2016 - 19
Collector - October 2016 - Looking Deeper
Collector - October 2016 - 21
Collector - October 2016 - 22
Collector - October 2016 - 23
Collector - October 2016 - Head of the Class
Collector - October 2016 - 25
Collector - October 2016 - 26
Collector - October 2016 - 27
Collector - October 2016 - Calendar
Collector - October 2016 - Honor Roll
Collector - October 2016 - The Formula of Five
Collector - October 2016 - 31
Collector - October 2016 - How to Create Winning Bids and Proposals
Collector - October 2016 - 33
Collector - October 2016 - 34
Collector - October 2016 - 35
Collector - October 2016 - A Running Start
Collector - October 2016 - 37
Collector - October 2016 - 38
Collector - October 2016 - 39
Collector - October 2016 - ACPAC Election Watch
Collector - October 2016 - 41
Collector - October 2016 - ACA’s Industry Advancement Program Aids Eleventh Circuit Win for Member Company
Collector - October 2016 - 43
Collector - October 2016 - Compliance
Collector - October 2016 - 45
Collector - October 2016 - ACA SearchPoint
Collector - October 2016 - 47
Collector - October 2016 - Last Word
Collector - October 2016 - Cover3
Collector - October 2016 - Cover4
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