Collection Industry Professionals Rank Top Traits of Successful Debt Collectors

8/15/2016 12:01:00 AM

A new survey from ACA International shows that debt collection professionals value integrity and active listening skills in their employees.


A recent ACA International survey shows that association members are looking for several specific characteristics and skills in potential debt collection candidates. 

At ACA International's 2016 Annual Convention and Expo, members were asked to rank six characteristics of effective debt collectors in order of importance. Thirty-nine percent of respondents identified “integrity” as the most important characteristic, followed by “honesty” (18 percent), “patience” (14 percent) and “politeness” (14 percent).

Members were also asked to rank the seven most important skills they thought debt collectors should possess. “Active listening” (46 percent) was identified as the most important skill for a debt collector, with “service orientation” (20 percent) coming in second.

These skills and characteristics speak to the importance of providing high-quality customer service to consumers and the recognition that debt collectors must possess these skills in order to deliver that customer service on a daily basis.

This research is part of ACA International's ongoing initiative to collect more original data about the credit and collection industry, and quantify how debt collectors help consumers and the overall economy.

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