Collecting and Customer Service-One In The Same

By Ashley:

Recently, a couple of my teammates and I got to sit with different collectors to see how they work. Now, if you are like me, you would think a collector, who is trying to get a consumer to pay, is going to approach their job very differently than someone who is in customer service, like myself. What my teammates and I learned is that we’d all be wrong.

When my teammates and I discussed our separate experiences when sitting with collectors the general consensus was our collectors use the same approach to collecting that we use in customer service. Our collectors are doing everything they can to help these consumers pay. Now I am not going to lie to you and say their end goal isn’t a payment because it is, but what I am trying to say is the way that goal is approached, is with compassion and respect.

Kyla’s personal experience sitting with collectors showed her that they go above and beyond to help these consumers and make them feel like they truly did the right thing. Even if it meant only a $5 monthly payment.

In our own ways, we are trying to help ease the burden giving client and consumers alike options and advising them on a good course of action. Our end objective may be different from a collectors but how we get to a resolution is exactly the same.

Treat everyone with dignity and respect and go above and beyond by problem solving and a strong willingness to help. When someone hangs up the phone with either collector or customer service the feeling should be ‘a weight has been taken off my shoulders’ and I think our collectors do a great job doing just that.