5 Traits of Successful Collections Professionals
Until a few years ago, the personal qualities of collections professional could have been shared with those of bad supervisors or hard coaches, according to executives currently in the field.
For many years the dominant overall industry model, these executives explained, tended to see people delinquent on loans as potential deadbeats and often favored impatience, intimidation, meanness and even threats in an attempt to make debtors pay what they owed.
The ability to sell the notion that members need to pay their credit union first dovetails with two leading qualities for good collections professionals offered by Dona Svehla, senior vice president for retail lending and loss prevention at the 156,000-member, $1.8 billion Grow Financial Federal Credit Union in Tampa, Fla.
Third: Strong Interviewing/Listening Skills
Many people might suppose that having strong interviewing and listening skills would be the same thing, but Brown and Svehla agreed that they are both different and essential to finding success as a collections professional.
One of Jeff Wieczorek's top qualities for collections professionals, having good instincts, also dovetails with good interviewing and listening skills. Wieczorek is chief information officer for the 68,000-member, $586 million member Member One Credit Union in Roanoke, Va., where he manages nine collections professionals.
All the collection professionals agreed that a collections professional who is good at the tasks will have a strong sense of optimism.