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Debt Collector Interview Questions

Edited by Indeed Employer Content Team
Last updated 21 January 2025
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Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

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Whether you are preparing to interview a candidate or applying for a job, review our list of top Debt Collector interview questions and answers.

  1. How do you negotiate with debtors when setting up a settlement offer to collect an overdue debt? See answer
  2. Are you familiar with the best practises for informing debtors of legal action taken against them? See answer
  3. Between what hours are debt collectors allowed to call debtors on the phone? See answer
  4. How do you communicate with a variety of people over the phone? See answer
  5. How does your education prepare you to be a debt collector? See answer
  6. Do you have a collections licence? See answer
  7. How would previous employers describe your phone etiquette? See answer
  8. Describe a time you worked with an aggressive caller and how you managed the situation? See answer
  9. Describe a time you felt stress and how you dealt with it. See answer
  10. Describe your computer skills and your ability to learn new computer systems. See answer
  11. Do you have a proven track record for collecting an overdue debt from debtors?
  12. Do you understand which debt situations require legal action?
  13. Have you had previous on-the-job training, and do you feel it has prepared you for this position?
  14. How do you plan to meet the specific quotas for debt collection that we have established at our agency?
  15. What would you do if you were calling a debtor and couldn’t get them on the phone?
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Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

Read our editorial guidelines

15 Debt Collector Interview Questions and Answers

How do you negotiate with debtors when setting up a settlement offer to collect an overdue debt?

The ideal candidate has strong negotiation skills they use to work with debtors when establishing workable settlements. A debt collector interacts directly with customers, presenting payment plans and coming to agreements with the client about repayment plans. What to look for in an answer:

  • Developed negotiation skills
  • Dedication to customer service
  • Knowledge of acceptable settlement offers and how to present them
Example:

"I know it's difficult to repay debt, so I'm always respectful and helpful with clients. However, I also appreciate that the best way to help is to provide a settlement plan that repays the debt quickly and with as little stress as possible. Using my strong negotiation skills, I can work with the customer to find the best settlement plan."

Do you have a proven track record for collecting an overdue debt from debtors?

A strong candidate has experience collecting overdue debt and communicating with debtors. Their history will include a high volume of collections while maintaining positive communication with debtors. What to look for in an answer:

  • A provable history of successful debt collection
  • Understanding of debt collection strategies
  • Understanding of laws and regulations around debt collection
Example:

"I have a history of collecting high-volume debts and meeting or exceeding my daily quotas. I worked closely with a debt collection manager to collect debt in a way that was successful and helpful for the debtor and respected local regulations and the rights of the debtor."

What tactics do you believe are appropriate to collect debt?

Debt collectors have a strong understanding of what actions are appropriate when communicating with a debtor. A good candidate doesn't resort to intimidation and is always truthful when communicating. What to look for in an answer:

  • Experience using a variety of debt collection tactics
  • Commitment to creating a productive rapport with debtors
  • Knowledge of harassment laws
Example:

"I had training in harassment laws and have a strong understanding of what communication with debtors is appropriate. I understand my job is to help debtors and collect an overdue debt, and I prefer to use tactics that are legal and productive."

Are you familiar with the best practises for informing debtors of legal action taken against them?

Debt collectors understand when legal action is necessary and know that they cannot misrepresent facts to a debtor. An agency may pursue legal action, but a good candidate will know how to present factual and legal information to debtors constructively. What to look for in an answer:

  • Experience collecting debts by representing the facts of a debtor's situation
  • Knowledge of the law regarding fair practises of debt collection
  • History of following protocol
Example:

"In my experience at a debt collection agency, I informed debtors of legal action that was allowed by my agency. I'm aware of the laws and regulations around false representation, so I have only mentioned legal action to debtors my agency instructed me to inform."

Between what hours are debt collectors allowed to call debtors on the phone?

A strong candidate will understand the limitations for when they can call debtors. These laws may differ between provinces, so look for a candidate who is familiar with the regulations in your area. What to look for in an answer:

  • Understanding of the regulations in your area
  • Proven history of following regulations in previous positions
  • Dedication to following company protocol
Example:

"I know that in this area, we can call debtors between 7 am and 9 pm, Monday through Saturday. I've never had a harassment claim made against me for calling outside these hours. It's important to me to represent my agency well by following these protocols."

How do you communicate with a variety of people over the phone?

Debt collectors spend most of their time on the phone and speak with a variety of people. They can communicate effectively with people regardless of their background or attitude. What to look for in an answer:

  • Ability to spend a long time on the phone
  • Ability to perform their duties in stressful situations
  • Experience dealing with aggressive callers
Example:

"I understand this role requires spending a lot of time on the phone. I have experience speaking with upset debtors or people who are aggressive on the phone, but I understand that their emotional reaction is a stress response because of their debt and I can deescalate their frustration so we can have a productive conversation about settlements."

How does your education prepare you to be a debt collector?

Most debt collectors have secondary school or some experience in business college. Their education may contribute to their skill level that can make them stand out as a candidate. What to look for in an answer:

  • Understanding of basic accounting and business practises
  • Familiarity with basics of common software or systems
  • Dedication to completing assignments on time and accomplishing goals
Example:

"I studied accounting in business college and learned the basics of accounting practise. I took classes where I learned how to use commonly used software, with an emphasis on spreadsheets, database manipulation, and data entry. I also learned the importance of adhering to deadlines."

Have you had previous on-the-job training and do you feel it has prepared you for this position?

Many agencies provide on-the-job training for their debt collectors which can help them understand what the role requires. Good candidates may have been trained in software, record keeping, and negotiation tactics. What to look for in an answer:

  • Training experience 
  • Understanding of the role requirements
  • Previous experience as a debt collector
Example:

"I have training as a debt collector on the software that you use. I learned the specific programme working in my last position. I also received training on phone etiquette and negotiation tactics by a supervisor who commended my quick learning and success rate with collections."

Do you have a collections licence?

To work as a debt collector, applicants need a collections licence to collect debt for others. They have to apply for this licence within the province where they intend to work. What to look for in an answer:

  • Previous experience as a licenced debt collector
  • Knowledge of the law surrounding collecting debt with a licence
  • A collection licence
Example:

"I have registered with this province for a collections licence. I'm familiar with the requirements to receive this licence and maintain it. I can legally collect a debt in this province and will maintain the qualifications to keep my licence current."

How would previous employers describe your phone etiquette?

The phone is usually a major way that debt collectors communicate with debtors. They need to have a strong understanding of phone etiquette so they can stay on the phone with debtors long enough to establish a settlement that results in the collection of their debt. What to look for in an answer:

  • Experience in communicating professionally over the phone
  • Commitment to providing strong customer service
  • Training in negotiation tactics over the phone
Example:

" My previous employer has commended my phone etiquette, which is one reason I listed them as a reference. I have a proven track record of keeping debtors on the phone until we can reach a settlement, as evidenced by my high volume of collections. I understand that keeping a calm and productive attitude on the phone is a key tactic when speaking with debtors."

Describe a time you worked with an aggressive caller and how you managed the situation?

Debt collectors can interact with people who are reluctant to speak with them on the phone. This question determines how they would handle these callers. You can analyse what the applicant believes is an appropriate response. What to look for in an answer:

  •  A calm approach when confronted with aggression
  •  The ability to continue to be productive even when dealing with a stressful situation
  • Using tactics that align with your agency's processes
Example:

"I dealt with a customer who was aggressive on the phone, using very harsh language. I remained calm and didn't respond to the comments they were making, but I attempted to centre the conversation on reaching a settlement that the debtor could pay to collect the debt. Once we moved past the aggression, we settled the debt on that phone call."

Describe a time you felt stress and how you dealt with it.

Dealing with a high volume of callers and a high productivity quota can be stressful for debt collectors. This question can address if the applicant can manage their stress and work through challenging situations to be productive. What to look for in an answer:

  • Successful methods for dealing with stress
  • Experience overcoming challenging circumstances to remain productive
  • Realistic expectations for the job of a debt collector
Example:

"When I was in business college, sometimes it was very stressful because of my workload. I found that the best way to cope with stress for me was to refocus on my goals and gain perspective. In this position, I would refocus on my daily quotas and come up with a plan for meeting my minimums that felt realistic and achievable."

How do you plan to meet meet the specific quotas for debt collection that we have established at our agency?

Many agencies have specific quotas for their debt collectors. A good candidate will understand how to create a plan and work toward meeting their goals every day, regardless of the specifics of who they're calling. What to look for in an answer:

  • Ability to follow deadlines
  • Dedication to meeting quotas
  • Desire to work hard to meet or exceed expectations
Example:

"I understand that there are quota expectations. I'm very specific about deadlines and frequently set my own goals to make sure that I'm exceeding expectations. In my previous work experience and in my time at business college, I found I work best under deadlines and can accomplish my goals in a timely manner."

Describe your computer skills and your ability to learn new computer systems.

Debt collectors have to be careful with attention to detail when entering information about the debt they've collected. They need a proficiency with computers that allows them to use your computer system easily and strong data entry skills. What to look for in an answer:

  • Ability to learn new computer systems quickly
  • Attention to detail
  • Experience with data entry
Example:

"I have experience with a variety of databases and software systems, so I'm confident in my ability to learn the computer system this agency uses for record-keeping. In my last position, I handled data entry for my team and I learned that the most important thing is maintaining strong attention to detail."

What would you do if you were calling a debtor and couldn't get them on the phone?

A debt collector may handle challenges when attempting to collect a debt, so it's important to understand what tactics they may use to overcome those challenges and meet their quotas. What to look for in an answer:

  • A proactive approach to debt collection
  • A willingness to overcome obstacles
  • An understanding of what actions are available when escalating a collection of debt
Example:

" I've dealt with callers who don't answer the phone before, and I've found that the best way to address this issue is to continue with persistence. I may contact other members of the debtor's family or workplace in order to enquire if I have their correct contact information, which is a legal action. If I cannot reach them to confirm their contact info, I may recommend that we begin proceedings for legal action."

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