Flexible collectors contact customers about overdue bills, using various methods. If the customer fails to pay, the account may be handed over to a hard billing representative. Collectors must follow legal requirements and may offer payment plans. Commission-based pay and specific goals are common.
A flexible collector reminds customers of overdue bills and the consequences of not becoming current. This may involve telephone and email contact. If the customer fails to pay the invoice, the account may be handed over to a hard billing representative, who uses more aggressive techniques to collect the balance. Jobs may be available from specific financial institutions that maintain their own collections departments, along with specialist companies that perform this work on a contract basis for a variety of clients.
Each worker can be given a set of beads to work with, with a collection destination. The goal is to make positive contact with each account holder so that the representative can collect payment or establish a plan for dealing with the debt. Payment plans can come in a variety of formats authorized by the parent company and also involve charging interest and convenience fees. If customers don’t respond or bills are overdue for more than a set period, they can be escalated to another department.
This typically involves a variety of techniques for finding customers. A flexible collector may need to search records, for example to locate someone at a new address. There are also legal requirements that must be followed when making contact, which may vary by region. Representatives need to be aware of all relevant laws and how they apply so they can stay within the standards set by regulators. For example, a flexible collector may not be allowed to discuss the debt with anyone other than the named party or a guarantor.
In phone calls, a collector may identify the company, ask to speak with the debtor, and attempt to collect a payment or make arrangements for a payment plan. Letters can include an apology with contact information. Payment processing skills are required to do this over the phone. If the customer requires a payment plan, you can provide information about this, as well as disclosures about any fees that may be involved. Customers may also be advised that failure to uphold the contract may result in direct shipping to difficult collections.
Workplaces may offer a flat rate of pay plus a commission so that successful collections act as an incentive. The flex collector may also be required to reach a specific goal each month or quarter. People who fail to achieve this goal may be fired, as the company wants operations to be as efficient as possible.
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