Individual Case Study: Bill and Accounts Collector

Individual Case: Bill and Account Collectors

Human Resources Management

Lea Purdy

Table of Contents

Job Specifications…………………………………………………………. 3

Selection System…………………………………………………………... 4

Interview Process………………………………………………………...... 5

Training Programs…………………………………………………………. 6

Performance Appraisal…………………………………………………….. 7

Appendix A: Interview Questions…………………………………………. 8

Appendix B: Performance Appraisal Form………………………………... 9

Job Specifications:

The individual performing the duties of the Bill and Account Collector will have many responsibilities including, but not exclusive to the following:

One must first insure that the billing is correct. From there this individual will be responsible for performing collection activities to ensure the account is paid according to the terms outlined in the contract. This individual will also be responsible to resolving customer questions, complaints, and requests with regards to their billing account. The position also requires that records and account activities be monitored and recorded in the customer's file in the billing data base. At the end of each month, this individual will be responsible for creating a report summarizing billing activity for the preceding month to be presented to management. The Bill and Account collector will also inform customers of their overdue accounts and solicit payment while adhering to federal privacy laws.

To perform the above skill requirements, the Bill and Account Collector must be able to counsel, problem solve, and negotiate assertively. This individual should also have a pleasant and patient demeanor and be able to communicate well with sometimes difficult clients in order to achieve the desired outcome.

Applicant must also have a minimum of a high school diploma or GED and at least 3 verifiable years of collection experience. Other requirements include a credit and background check and a minimum of three references.

Selection System:

The selection process will consist of first requiring a resume be submitted along with a cover letter. Once these are receiving, the HR department will sort through them to determine the candidates who fit the education, reference, and experience requirements. Once these are sorted from the rest, we analyze each resume for the set of individuals who look best on paper and call them in for an interview. During the interview we would present the potential candidate with 2 different billing scenarios. One would be fairly simple as it would just be a client with billing questions. Since the candidate doesn't know our systems yet, they can't possible know the exact answers, but we would be able to assess how the candidate reacts to pressure and see how they can answer a question in a way that the customer feels they were given the correct answer or will be soon. The next scenario would be a difficult customer who is continually late on their bills and is disputing how much they owe. We would need to see how well they respond to a combative customer as many who owe money will be.

The candidate should also be able to pass the formal criteria as well. This would include consenting to a background and credit check. We would also check all past jobs to be sure they were all accurate and check references as well as require a copy of their high school diploma or GED before the individual could be hired.

Interview Process:

During the interview process asking questions is very important. This is a great way to measure past experience and also get some insight into the individual's thought process. For this position, there are five questions I would ask each candidate.

1. Think of a time in your past experience where you had to deal with an angry customer. How did you calm them?

2. If