Bill and Account Collecters


Quick Facts: Bill and Account Collectors
2017 Median Pay $35,330 per year 
$16.99 per hour
Typical Entry-Level Education High school diploma or equivalent
Work Experience in a Related Occupation None
On-the-job Training Moderate-term on-the-job training
Number of Jobs, 2016 305,700
Job Outlook, 2016-26 -3% (Decline)
Employment Change, 2016-26 -9,100

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Bill and Account Collecters Career, Salary, and Education Information

What Bill and Account Collectors Do

Bill and account collectors try to recover payment on overdue bills. They negotiate repayment plans with debtors and help them find solutions to make paying their overdue bills easier.

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BILL & ACCOUNT COLLECTers

Duties of bill and account collectors

Bill and account collectors typically do the following:

  • Find consumers and businesses who have overdue bills

  • Track down consumers who have an out-of-date address by using the Internet, post office, credit bureaus, or neighbors—a process called “skip tracing”

  • Inform debtors that they have an overdue bill and try to negotiate a payment

  • Explain the terms of sale or contract with the debtor, when necessary

  • Learn the reasons for the overdue bills, which can help with the negotiations

  • Offer credit advice or refer a consumer to a debt counselor, when appropriate

Bill and account collectors generally contact debtors by phone, although sometimes they do so by mail. They use computer systems to update contact information and record past collection attempts with a particular debtor. Keeping these records can help collectors with future negotiations.

The main job of bill and account collectors is finding a solution that is acceptable to the debtor and maximizes payment to the creditor. Listening to the debtor and paying attention to his or her concerns can help the collector negotiate a solution.

After the collector and debtor agree on a repayment plan, the collector regularly checks to ensure that the debtor pays on time. If the debtor does not pay, the collector submits a statement to the creditor, who can take legal action. In extreme cases, this legal action may include taking back goods or disconnecting service.

Collectors must follow federal and state laws that govern debt collection. These laws require that collectors make sure they are talking with the debtor before announcing that the purpose of the call is to collect a debt. A collector also must give a statement, called “mini-Miranda,” which informs the account holder that they are speaking with a bill or debt collector.

Collectors usually have goals they are expected to meet. Typically, these include calls per hour and success rates.


Work Environment for Bill and Account Collectors

Bill and account collectors held about 305,700 jobs in 2016. The largest employers of bill and account collectors were as follows:

Business support services: 28%

Credit intermediation and related activities: 18%

Healthcare and social assistance: 12%

Professional, scientific, and technical services: 8%

Management of companies and enterprises: 6%

Many collectors work in a call center for a third-party collection agency rather than the original creditor. In all industries, they spend most of their time on the phone tracking down or negotiating with debtors. They also use computers and databases to update information and record the results of their calls.

Collectors’ work can be stressful because some people become angry and confrontational when pressed about their debts. Collectors often face resistance while trying to do their job duties. Successful collectors must face regular rejection and still be ready to make the next call in a polite and positive voice. Fortunately, some consumers appreciate help in resolving their outstanding debts and can be quite grateful.

Work Schedules

Most bill and account collectors work full time. Some collectors work flexible schedules, often calling people on weekends or during the evenings as they learn the best times to call.


How to Become a Bill and Account Collector

Collectors usually must have a high school diploma. A few months of on-the-job training is common.

Education

Most bill and account collectors are required to have a high school diploma, although some employers prefer applicants who have taken some college courses. Communications, accounting, and basic computer courses are examples of classes that are helpful for entering this occupation.

Training

Collectors usually receive on-the-job training after being hired. Training includes learning how to use computer software, and instruction on federal debt-collection laws (in the Fair Debt Collection Practices Act) and state debt-collection regulations. Collectors also may be trained in negotiation techniques.

Important Qualities

Listening skills. Collectors must pay attention to what debtors say when trying to negotiate a repayment plan. Learning the particular situation of the debtors and how they fell into debt can help collectors suggest solutions.

Negotiating skills. The main aspects of a collector’s job are reconciling the differences between two parties (the debtor and the creditor) and offering a solution that is acceptable to both parties.

Speaking skills. Collectors must be able to speak to debtors to explain their options and ensure that they fully understand what is being said.


salaries for Bill and Account Collectors

The median annual wage for bill and account collectors was $35,330 in May 2017. The median wage is the wage at which half the workers in an occupation earned more than that amount and half earned less. The lowest 10 percent earned less than $23,920, and the highest 10 percent earned more than $55,020.

In May 2017, the median annual wages for bill and account collectors in the top industries in which they worked were as follows:

Management of companies and enterprises: $37,490

Healthcare and social assistance: $37,410

Professional, scientific, and technical services: $37,410

Credit intermediation and related activities: $35,990

Business support services: $30,930

Most bill and account collectors work full time. Some collectors work flexible schedules, often calling people on weekends or during the evenings as they learn the best times to call.


Job Outlook for Bill and Account Collectors

Employment of bill and account collectors is projected to decline 3 percent from 2016 to 2026.

The increasing efficiency of collectors is expected to reduce demand for this occupation. New software and automated calling systems should increase productivity and allow collectors to handle more accounts. This will allow more collections work to be done with fewer employees.

Some collection jobs will likely be sent to other countries where wages are lower, as a way for firms to cut costs. Although this will create some drag on employment of collectors, creditors should continue to hire some collectors in the United States.

Job Prospects

Workers frequently leave the occupation, which leads to numerous job openings. Therefore job prospects should be favorable, despite the projected decline in employment.

Employment projections data for Bill and Account Collectors, 2016-26

Employment, 2016: 305,700

Projected Employment, 2026: 296,700

Change, 2016-2026: -3%, -9,000


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Citation:

Bureau of Labor Statistics, U.S. Department of Labor, Occupational Outlook Handbook, Bill and Account Collectors,
on the Internet at https://www.bls.gov/ooh/office-and-administrative-support/bill-and-account-collectors.htm