Summary Report for:
43-3011.00 - 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.
Sample of reported job titles: Account Representative, Accounts Receivable Specialist, Biller, Collections Manager, Collector, Credit Clerk, Debt Collector, Patient Access Specialist, Patient Account Representative, Telephone Collector
Tasks | Tools & Technology | Knowledge | Skills | Abilities | Work Activities | Detailed Work Activities | Work Context | Job Zone | Education | Credentials | Interests | Work Styles | Work Values | Related Occupations | Wages & Employment | Job Openings | Additional Information
- Arrange for debt repayment or establish repayment schedules, based on customers' financial situations.
- Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Advise customers of necessary actions and strategies for debt repayment.
- Persuade customers to pay amounts due on credit accounts, damage claims, or nonpayable checks, or to return merchandise.
- Confer with customers by telephone or in person to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts.
- Locate and monitor overdue accounts, using computers and a variety of automated systems.
- Answer customer questions regarding problems with their accounts.
- Record information about financial status of customers and status of collection efforts.
- Trace delinquent customers to new addresses by inquiring at post offices, telephone companies, credit bureaus, or through the questioning of neighbors.
- Sort and file correspondence and perform miscellaneous clerical duties, such as answering correspondence and writing reports.
- Perform various administrative functions for assigned accounts, such as recording address changes and purging the records of deceased customers.
- Receive payments and post amounts paid to customer accounts.
- Contact insurance companies to check on status of claims payments and write appeal letters for denial on claims.
- Notify credit departments, order merchandise repossession or service disconnection, and turn over account records to attorneys when customers fail to respond to collection attempts.
- Negotiate credit extensions when necessary.
Tools & Technology
Tools used in this occupation:
- Autodialers — Predictive dialers
- Notebook computers — Laptop computers
- Personal digital assistant PDAs or organizers — Personal digital assistants PDA
- Special purpose telephones — Amplified telephones
Technology used in this occupation:
- Access software — CU Connect processing software
- Accounting software — ADP Drive DMS for Accounting; JD Edwards software; Sage Peachtree software
- Categorization or classification software — Diagnostic and procedural coding software
- Customer relationship management CRM software — ADS Advantage; Austin Logistics CallSelect; Ontario Systems FACS; Quantrax Intelec (see all 10 examples)
- Data base user interface and query software — Oracle software; Relational database software
- Document management software — Document management system software
- Electronic mail software — Microsoft Outlook
- Enterprise resource planning ERP software — SAP software
- Information retrieval or search software — LexisNexis Banko; TCI XML Credit Interface; W3 Data BatchAppend411
- Internet browser software — Web browser software
- Office suite software — Microsoft Office
- Optical character reader OCR or scanning software — Optical character recognition OCR software
- Point of sale POS software — Columbia Ultimate Remit; System Innovators software
- Presentation software — Microsoft PowerPoint
- Spreadsheet software — Microsoft Excel
- Time accounting software — HMS software
- Word processing software — Microsoft Word
- Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
- English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Mathematics — Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
- Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
- Law and Government — Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.
- Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Speaking — Talking to others to convey information effectively.
- Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
- Persuasion — Persuading others to change their minds or behavior.
- Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Negotiation — Bringing others together and trying to reconcile differences.
- Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
- Coordination — Adjusting actions in relation to others' actions.
- Writing — Communicating effectively in writing as appropriate for the needs of the audience.
- Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
- Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
- Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
- Service Orientation — Actively looking for ways to help people.
- Time Management — Managing one's own time and the time of others.
- Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
- Speech Clarity — The ability to speak clearly so others can understand you.
- Speech Recognition — The ability to identify and understand the speech of another person.
- Written Comprehension — The ability to read and understand information and ideas presented in writing.
- Written Expression — The ability to communicate information and ideas in writing so others will understand.
- Near Vision — The ability to see details at close range (within a few feet of the observer).
- Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
- Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
- Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
- Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
- Category Flexibility — The ability to generate or use different sets of rules for combining or grouping things in different ways.
- Selective Attention — The ability to concentrate on a task over a period of time without being distracted.
- Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
- Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
- Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
- Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
- Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
- Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
- Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
- Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
- Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
- Analyzing Data or Information — Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
- Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
Detailed Work Activities
- Collect deposits, payments or fees.
- Maintain medical records.
- Negotiate financial arrangements.
- Maintain financial or account records.
- Sort mail.
- Provide notifications to customers or patrons.
- Interview employees, customers, or others to collect information.
- Respond to customer problems or complaints.
- Discuss account status or activity with customers or patrons.
- File documents or records.
- Monitor financial information.
- Provide information to coworkers.
- Obtain personal or financial information about customers or applicants.
- Telephone — 100% responded “Every day.”
- Contact With Others — 91% responded “Constant contact with others.”
- Spend Time Sitting — 76% responded “Continually or almost continually.”
- Indoors, Environmentally Controlled — 82% responded “Every day.”
- Letters and Memos — 59% responded “Every day.”
- Frequency of Decision Making — 64% responded “Every day.”
- Importance of Repeating Same Tasks — 59% responded “Extremely important.”
- Deal With Unpleasant or Angry People — 53% responded “Every day.”
- Importance of Being Exact or Accurate — 52% responded “Extremely important.”
- Work With Work Group or Team — 56% responded “Extremely important.”
- Structured versus Unstructured Work — 48% responded “A lot of freedom.”
- Time Pressure — 49% responded “Every day.”
- Face-to-Face Discussions — 60% responded “Every day.”
- Freedom to Make Decisions — 48% responded “Some freedom.”
- Impact of Decisions on Co-workers or Company Results — 38% responded “Important results.”
- Spend Time Making Repetitive Motions — 43% responded “Continually or almost continually.”
- Frequency of Conflict Situations — 34% responded “Every day.”
- Physical Proximity — 54% responded “Moderately close (at arm's length).”
- Deal With External Customers — 47% responded “Extremely important.”
- Sounds, Noise Levels Are Distracting or Uncomfortable — 31% responded “Every day.”
- Level of Competition — 35% responded “Moderately competitive.”
- Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls — 48% responded “Continually or almost continually.”
- Electronic Mail — 47% responded “Every day.”
- Degree of Automation — 50% responded “Moderately automated.”
|Title||Job Zone Two: Some Preparation Needed|
|Education||These occupations usually require a high school diploma.|
|Related Experience||Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.|
|Job Training||Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.|
|Job Zone Examples||These occupations often involve using your knowledge and skills to help others. Examples include sheet metal workers, forest fire fighters, customer service representatives, physical therapist aides, salespersons (retail), and tellers.|
|SVP Range||(4.0 to < 6.0)|
Percentage of Respondents
|Education Level Required|
|74||High school diploma or equivalent|
|10||Less than high school diploma|
Interest code: CE
- Conventional — Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
- Enterprising — Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
- Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
- Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations.
- Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
- Integrity — Job requires being honest and ethical.
- Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
- Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
- Persistence — Job requires persistence in the face of obstacles.
- Independence — Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
- Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
- Initiative — Job requires a willingness to take on responsibilities and challenges.
- Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace.
- Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems.
- Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
- Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction.
- Social Orientation — Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
- Innovation — Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.
- Relationships — Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
- Support — Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
- Achievement — Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.
Wages & Employment Trends
|Median wages (2014)||$16.20 hourly, $33,700 annual|
|Employment (2012)||397,000 employees|
|Projected growth (2012-2022)||Faster than average (15% to 21%)|
|Projected job openings (2012-2022)||170,000|
|Top industries (2012)|
Source: Bureau of Labor Statistics 2014 wage data and 2012-2022 employment projections . "Projected growth" represents the estimated change in total employment over the projections period (2012-2022). "Projected job openings" represent openings due to growth and replacement.
Job Openings on the Web
Sources of Additional Information
Disclaimer: Sources are listed to provide additional information on related jobs, specialties, and/or industries. Links to non-DOL Internet sites are provided for your convenience and do not constitute an endorsement.
- Bill and Account Collectors . Bureau of Labor Statistics, U.S. Department of Labor. Occupational Outlook Handbook, 2014-15 Edition.