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
Active ListeningSpeakingSocial PerceptivenessPersuasionWritingReading ComprehensionCritical ThinkingMonitoring
Knowledge areas
English LanguageCustomer and Personal ServiceMathematicsEconomics and AccountingLaw and Government
Technology & tools
Accounting softwareCustomer relationship management CRM softwarePoint of sale POS softwareAccess softwareCategorization or classification software
Representative tasks
Record information about financial status of customers and status of collection efforts.Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicitLocate and monitor overdue accounts, using computers and a variety of automated systems.
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.
Car RepossessorCollections SpecialistCollection RepresentativeCollectorCollection ClerkDunnerRent CollectorAccounts Receivable Specialist (AR Specialist)Collection SpecialistPayment CollectorCollections OfficerPatient Financial Service RepresentativeData CollectorTelephone CollectorInsurance CollectorAccount Receivable AssociateAccounts CollectorBilingual Collections SpecialistCollections ClerkCredit SpecialistCollections AssociateCollections AnalystBill CollectorCredit CoordinatorMedical Collections SpecialistField CollectorRepossession AgentMedical CollectorCustomer Account SpecialistBad Credit CollectorPatient Account RepresentativeCollection AgentChaserRepossessorCredit and Collections AnalystInstallment Loan CollectorPatient Access SpecialistInstallment AgentAccount Service RepresentativeCollections Agent