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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 (AR Specialist), Collection Agent, Collection Specialist, Collector, Credit Clerk, Debt Collector, Patient Access Specialist, Patient Account Representative, Telephone Collector

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Tasks  |  Technology Skills  |  Tools Used  |  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

Tasks

  • Record information about financial status of customers and status of collection efforts.
  • Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
  • Locate and monitor overdue accounts, using computers and a variety of automated systems.
  • Arrange for debt repayment or establish repayment schedules, based on customers' financial situations.
  • Advise customers of necessary actions and strategies for debt repayment.
  • Answer customer questions regarding problems with their accounts.
  • 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.
  • Receive payments and post amounts paid to customer accounts.
  • Trace delinquent customers to new addresses by inquiring at post offices, telephone companies, credit bureaus, or through the questioning of neighbors.
  • Notify credit departments, order merchandise repossession or service disconnection, and turn over account records to attorneys when customers fail to respond to collection attempts.
  • 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.
  • Contact insurance companies to check on status of claims payments and write appeal letters for denial on claims.
  • Negotiate credit extensions when necessary.

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Technology Skills

  • Access software — CU Connect processing software
  • Accounting software — ADP Drive DMS for Accounting; Intuit QuickBooks Hot technology ; Oracle JD Edwards EnterpriseOne Hot technology ; Sage 50 Accounting
  • 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 — Relational database software
  • Document management software — Document management system software
  • Electronic mail software — Microsoft Outlook Hot technology
  • Enterprise resource planning ERP software Hot technology — Microsoft Dynamics GP Hot technology ; NetSuite ERP Hot technology ; SAP Hot technology
  • Information retrieval or search software — LexisNexis; LexisNexis Banko; TCI XML Credit Interface; W3 Data BatchAppend411
  • Internet browser software — Web browser software
  • Medical software — Healthcare common procedure coding system HCPCS Hot technology ; Medical condition coding software Hot technology ; Medical procedure coding software Hot technology ; MEDITECH software Hot technology
  • Office suite software — Microsoft Office Hot technology
  • Optical character reader OCR or scanning software — Optical character recognition OCR software
  • Point of sale POS software — Columbia Ultimate Remit; System Innovators
  • Presentation software — Microsoft PowerPoint Hot technology
  • Spreadsheet software — Microsoft Excel Hot technology
  • Time accounting software — HMS
  • Word processing software — Microsoft Word Hot technology

Hot technology Hot Technology — a technology requirement frequently included in employer job postings.

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Tools Used

  • Autodialers — Predictive dialers
  • Notebook computers — Laptop computers
  • Personal digital assistant PDAs or organizers — Personal digital assistants PDA
  • Scanners
  • Special purpose telephones — Amplified telephones

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Knowledge

  • English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • 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.
  • Mathematics — Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
  • Economics and Accounting — Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.
  • Law and Government — Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.
  • Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  • 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.

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Skills

  • 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.
  • Persuasion — Persuading others to change their minds or behavior.
  • Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
  • Writing — Communicating effectively in writing as appropriate for the needs of the audience.
  • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
  • Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
  • Negotiation — Bringing others together and trying to reconcile differences.
  • Service Orientation — Actively looking for ways to help people.
  • Time Management — Managing one's own time and the time of others.

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Abilities

  • 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).
  • Category Flexibility — The ability to generate or use different sets of rules for combining or grouping things in different ways.
  • 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.
  • Selective Attention — The ability to concentrate on a task over a period of time without being distracted.

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Work Activities

  • Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
  • Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
  • 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.
  • Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
  • Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
  • Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
  • Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
  • Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
  • Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
  • 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.
  • Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
  • Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
  • Training and Teaching Others — Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.

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Detailed Work Activities

  • Maintain financial or account records.
  • Monitor financial information.
  • Provide notifications to customers or patrons.
  • Negotiate financial arrangements.
  • Discuss account status or activity with customers or patrons.
  • Respond to customer problems or complaints.
  • Collect deposits, payments or fees.
  • Interview employees, customers, or others to collect information.
  • Obtain personal or financial information about customers or applicants.
  • Provide information to coworkers.
  • File documents or records.
  • Maintain medical records.
  • Sort mail.

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Work Context

  • Contact With Others — 94% responded “Constant contact with others.”
  • Indoors, Environmentally Controlled — 96% responded “Every day.”
  • Deal With Unpleasant or Angry People — 78% responded “Every day.”
  • Spend Time Sitting — 64% responded “Continually or almost continually.”
  • Telephone — 80% responded “Every day.”
  • Importance of Repeating Same Tasks — 61% responded “Extremely important.”
  • Frequency of Decision Making — 77% responded “Every day.”
  • Impact of Decisions on Co-workers or Company Results — 75% responded “Very important results.”
  • Importance of Being Exact or Accurate — 51% responded “Extremely important.”
  • Deal With External Customers — 67% responded “Extremely important.”
  • Electronic Mail — 62% responded “Every day.”
  • Time Pressure — 21% responded “Once a year or more but not every month.”
  • Face-to-Face Discussions — 46% responded “Every day.”
  • Letters and Memos — 38% responded “Once a week or more but not every day.”
  • Frequency of Conflict Situations — 40% responded “Every day.”
  • Level of Competition — 28% responded “Moderately competitive.”
  • Work With Work Group or Team — 58% responded “Extremely important.”
  • Coordinate or Lead Others — 39% responded “Extremely important.”
  • Structured versus Unstructured Work — 61% responded “Some freedom.”
  • Freedom to Make Decisions — 48% responded “Some freedom.”
  • Consequence of Error — 41% responded “Serious.”
  • Duration of Typical Work Week — 93% responded “40 hours.”

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Job Zone

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 orderlies, forest firefighters, customer service representatives, security guards, upholsterers, and tellers.
SVP Range (4.0 to < 6.0)

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Education


Percentage of Respondents
Education Level Required
48   High school diploma or equivalent Help
27   Some college, no degree
21   Bachelor's degree

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Credentials

Find Training Find Certifications Find Licenses Apprenticeship.gov

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Interests

Interest code: CE   Want to discover your interests? Take the O*NET Interest Profiler at My Next Move.

  • 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.

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Work Styles

  • Integrity — Job requires being honest and ethical.
  • Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
  • Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
  • 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.
  • Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems.
  • Initiative — Job requires a willingness to take on responsibilities and challenges.
  • Persistence — Job requires persistence in the face of obstacles.
  • 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.
  • Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
  • Innovation — Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.
  • Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
  • Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace.
  • Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction.

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Work Values

  • 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.

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Wages & Employment Trends

Median wages (2017) $16.99 hourly, $35,330 annual
State wages Local Salary Info
 
Employment (2016) 306,000 employees
Projected growth (2016-2026) Decline (-2% or lower) Decline (-2% or lower)
Projected job openings (2016-2026) 30,200
State trends Employment Trends
 
Top industries (2016)

Source: Bureau of Labor Statistics 2017 wage data external site and 2016-2026 employment projections external site. "Projected growth" represents the estimated change in total employment over the projections period (2016-2026). "Projected job openings" represent openings due to growth and replacement.

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Job Openings on the Web

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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.

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