Collector - October 2016 - 22

WHAT ARE YOU LOOKING FOR IN A COLLECTOR? A recent ACA International survey shows that association members are looking for several specific characteristics and skills in potential debt collection candidates. At ACA International's 2016 Annual Convention and Expo, members were asked to rank six characteristics of effective debt collectors in order of importance. Thirty-nine percent of respondents identified "integrity" as the most important characteristic, followed by "honesty" (18%), "patience" (14%) and "politeness" (14%). Members were also asked to rank the seven most important skills they thought debt collectors should possess. "Active listening" (46%) was identified as the most important skill for a debt collector, with "service orientation" (20%) coming in second. These skills and characteristics speak to the importance of providing high-quality customer service to consumers and the recognition that debt collectors must possess these skills in order to deliver that customer service on a daily basis. MOST IMPORTANT CHARACTERISTICS FOR A DEBT COLLECTOR 14% Integrity 39% 14% Honesty Compassion Intelligence Politeness 9% Patience 6% 18% MOST IMPORTANT SKILLS 20% FOR A DEBT COLLECTOR Active Listening Persuasion Critical Thinking Negotiation Judgement and Decision Making Complex Problem Solving Service Orientation 22 46% 6% 8% 9% 7% 4% and evaluate each applicant's assertiveness level, communication and problem-solving styles, pace and need for structure against a successful collector benchmark. "If an applicant is driven, competitive and prefers individual rewards, it is important to evaluate the degree to which they possess those traits," Clyatt said. "If a collector is too aggressive, they could struggle to have productive two-way dialogues with clients and consumers." The other side of those traits is someone who is collaborative, accommodating and motivated by team rewards. Based on the behavioral assessment, as the level of those traits increase, competitiveness and assertiveness levels decrease. The next step is to consider applicants' communication style in conjunction with their level of assertiveness. For example, if a collector's level of assertiveness is best described as "cooperative," that person is likely comfortable with conflict while also being a team player. Or the person may find it easy to bridge the gap between variety and structure in work assignments. "A candidate's level of assertiveness can really impact the communication style and how that person comes across to others," Clyatt said. Outgoing applicants who love being the center of attention will impress managers with their expressive communication style and ability to establish rapport during an interview, but they may not be the best listeners. "Highly social collectors can establish rapport and put people at ease, but they might lack the analytical resourcefulness to troubleshoot effectively," Clyatt said. "Rather than actively evaluate needs, they are often waiting for their next turn to talk." On the other hand, a less expressive, more analytical collector focuses on identifying problems and finding logical solutions, but may need help communicating with diplomacy. "The more assertive and analytical the collector, the more direct, even blunt, they can be," Clyatt said. "This could be problematic in their dialogues with your ACAINTERNATIONAL.ORG http://www.ACAINTERNATIONAL.ORG

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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