Occupation · SOC 43-3011
Bill and Account Collectors
Locate and notify customers of delinquent accounts by mail, telephone, or personal visit to solicit payment. Duties include receiving payment and posting amount to customer's account, preparing statements to credit department if customer fails to respond, initiating repossession proceedings or service disconnection, and keeping records of collection and status of accounts.
Median wage
$46,040
$33,960–$65,830
Projected growth
-10.5%
Declining
Annual openings
-1,750
per year
Employed (US)
165,020
Job Zone 2
Typical preparation
Some preparation
Stackable credential programs
64 mapped
Core skills
SpeakingActive ListeningSocial PerceptivenessPersuasionWritingReading ComprehensionCritical ThinkingTime ManagementService OrientationNegotiationMonitoringJudgment and Decision MakingCoordinationComplex Problem SolvingActive LearningMathematicsInstructingSystems AnalysisManagement of Personnel ResourcesLearning StrategiesSystems EvaluationOperations MonitoringQuality Control AnalysisTroubleshootingManagement of Material ResourcesManagement of Financial ResourcesProgrammingOperations AnalysisTechnology DesignScienceRepairingOperation and ControlInstallationEquipment SelectionEquipment Maintenance
Knowledge areas
English LanguageCustomer and Personal ServiceMathematicsEconomics and AccountingLaw and GovernmentComputers and ElectronicsAdministrativeAdministration and ManagementProduction and ProcessingEducation and TrainingCommunications and MediaSales and MarketingForeign LanguageTelecommunicationsPsychologyPersonnel and Human ResourcesSociology and AnthropologyPublic Safety and SecurityEngineering and TechnologyGeographyBuilding and ConstructionDesignTherapy and CounselingMedicine and DentistryTransportationPhilosophy and TheologyMechanicalFood ProductionHistory and ArcheologyPhysicsFine ArtsChemistryBiology
Technology & tools
ADP Drive DMS for AccountingADS AdvantageAdtec Agency ManagerAustin Logistics CallSelectCU Connect processing softwareCollection Data Systems CollectOne-TigerColumbia Ultimate ArchiveColumbia Ultimate RPCSColumbia Ultimate RemitData-Tel CeasarDebt account management and collection softwareDiagnostic and procedural coding softwareDocument management system softwareHMSHealthcare common procedure coding system HCPCSInternet browser softwareIntuit QuickBooksLexisNexisLexisNexis BankoMEDITECH softwareMedical condition coding softwareMedical procedure coding softwareMicrosoft DynamicsMicrosoft Dynamics GPMicrosoft ExcelMicrosoft Office softwareMicrosoft OutlookMicrosoft PowerPointMicrosoft WordNetSuite ERPOntario Systems FACSOptical character recognition OCR softwareOracle JD Edwards EnterpriseOneQuantrax IntelecRelational database softwareSAP softwareSage 50 AccountingSpreadsheet softwareSystem InnovatorsTCI XML Credit Interface
Representative tasks
Working with ComputersOrganizing, Planning, and Prioritizing WorkDocumenting/Recording InformationCommunicating with Supervisors, Peers, or SubordinatesResolving Conflicts and Negotiating with OthersGetting InformationEstablishing and Maintaining Interpersonal RelationshipsPerforming Administrative ActivitiesMaking Decisions and Solving ProblemsIdentifying Objects, Actions, and EventsMonitoring Processes, Materials, or SurroundingsCommunicating with People Outside the OrganizationUpdating and Using Relevant KnowledgeProcessing InformationTraining and Teaching OthersEvaluating Information to Determine Compliance with StandardsGuiding, Directing, and Motivating SubordinatesJudging the Qualities of Objects, Services, or PeopleDeveloping and Building TeamsAnalyzing Data or InformationDeveloping Objectives and StrategiesInterpreting the Meaning of Information for OthersScheduling Work and ActivitiesEstimating the Quantifiable Characteristics of Products, Events, or InformationInspecting Equipment, Structures, or MaterialsPerforming for or Working Directly with the PublicCoaching and Developing OthersThinking CreativelyAssisting and Caring for OthersMonitoring and Controlling ResourcesCoordinating the Work and Activities of OthersProviding Consultation and Advice to OthersPerforming General Physical ActivitiesHandling and Moving ObjectsSelling or Influencing OthersStaffing Organizational UnitsControlling Machines and ProcessesRepairing and Maintaining Electronic EquipmentDrafting, Laying Out, and Specifying Technical Devices, Parts, and EquipmentRepairing and Maintaining Mechanical Equipment
Competency framework
Skill expectations by proficiency level.
emerging
Delinquent account records — locate and review using computer-based collections software under direct supervisor guidance in a call center environment.Customer contact information — identify and compile from database systems to support outreach efforts on overdue accounts.Collection activity notes — record accurately into CRM software following standard data-entry protocols on assigned accounts.Customer inquiries about account balances — respond to by referencing scripted guidelines and account records during monitored phone calls.Overdue account notices — prepare and send via mail or email using approved templates under direct supervision in an office setting.Payment terms and credit contract language — read and summarize to support basic customer conversations about outstanding balances.Customer financial information — gather and document during initial contact calls using structured intake forms provided by supervisors.Basic repayment options — communicate to customers by following established scripts and supervisor-approved talking points.Internet browser and search tools — use to locate updated customer contact details for accounts flagged as unreachable.Time management routines — apply by following a daily call queue and task checklist assigned by a collections team lead.
developing
Overdue accounts — monitor and prioritize independently using automated collections and categorization software across a full portfolio.Customers with delinquent balances — contact by telephone or in person to solicit payment with reduced oversight in a high-volume collections center.Repayment schedules — arrange and document based on individual customer financial situations, following departmental guidelines.Account status updates — record consistently and accurately in CRM and accounting software to maintain current collection case files.Customer objections and payment disputes — address by applying active listening and social perceptiveness skills during live account resolution calls.Debt repayment strategies — advise customers on by explaining available options, timelines, and consequences in clear, plain language.Sales and credit contract terms — review with customers to clarify overdue obligations and negotiate partial or full payment agreements.Written correspondence for collection cases — compose and send using appropriate professional tone and document management software.Payment processing transactions — complete accurately using point-of-sale or accounting software when customers agree to pay during contact.Personal account workload — manage by tracking call outcomes, follow-up deadlines, and case statuses using time accounting software.
proficient
Complex delinquent account portfolios — manage autonomously across the full collections lifecycle using integrated CRM and accounting platforms.Non-standard repayment negotiations — lead with customers in difficult financial circumstances, applying critical thinking and negotiation skills to reach viable agreements.Escalated customer disputes and sensitive account issues — resolve independently by interpreting contract terms, payment history, and applicable regulations.Collection outreach strategies — evaluate and adapt across mail, telephone, and in-person channels to maximize recovery rates on aging accounts.Customer financial hardship situations — assess and respond to with service orientation, recommending tailored debt repayment actions that balance recovery and customer retention.Legal and regulatory requirements governing debt collection — apply consistently to ensure all communications and collection activities remain compliant.Account data quality and integrity — audit across the CRM system to identify and correct inaccuracies affecting collections outcomes.Patterns in delinquency across assigned portfolio — analyze using monitoring and categorization tools to forecast risk and prioritize high-value recovery efforts.Medical, administrative, or specialized account records — interpret and reconcile using relevant software to support collections in multi-sector environments.Peer collectors — guide informally on handling non-routine account scenarios, sharing effective persuasion and negotiation approaches from experience.
advanced
Collections team performance standards and workflows — design and implement across the department to improve efficiency and recovery outcomes at organizational scale.CRM, accounting, and collections technology stack — evaluate and recommend upgrades or replacements based on operational needs and emerging industry tools.Debt collection policies and compliance frameworks — develop and maintain in alignment with federal, state, and local law and government regulations.New collector onboarding and ongoing training programs — lead by establishing skill benchmarks in negotiation, customer service, and system proficiency.Portfolio-level recovery strategies — set by analyzing delinquency trends, customer segmentation data, and historical performance metrics.Cross-functional relationships with legal, finance, and customer service departments — build and manage to ensure aligned treatment of escalated or high-risk accounts.Organizational risk exposure from delinquent accounts — assess and report to senior leadership using financial analysis and collections forecasting data.Team culture of integrity, dependability, and stress tolerance — model and reinforce through coaching, performance management, and recognition practices.Vendor and third-party collections agency relationships — oversee to ensure service quality, data security, and regulatory compliance on outsourced accounts.Departmental goals for collections yield and customer resolution rates — define, communicate, and hold the team accountable to across quarterly planning cycles.
Also known as
46 alternate job titles map to this occupation.
Account Receivable AssociateAccount RepresentativeAccount Service RepresentativeAccounts CollectorAccounts Receivable Specialist (AR Specialist)Bad Credit CollectorBilingual Collections SpecialistBill CollectorBilling RepresentativeCar RepossessorChaserClaims CollectorCollection AgentCollection ClerkCollection RepresentativeCollection SpecialistCollections AgentCollections AnalystCollections AssociateCollections ClerkCollections CoordinatorCollections OfficerCollections RepresentativeCollections SpecialistCollectorCredit and Collections AnalystCredit CoordinatorCredit SpecialistCustomer Account SpecialistData CollectorDebt CollectorDunnerField CollectorInstallment AgentInstallment Loan CollectorInsurance CollectorMedical Collections SpecialistMedical CollectorPatient Access SpecialistPatient Account Representative