High School

Most employers prefer to hire high school graduates for collection jobs, but formal education beyond high school is typically not required. High school courses that might prove helpful in this career include those that will help you communicate clearly and properly, such as English and speech. Fluency in at least one foreign language—such as Spanish or Mandarin—will come in handy if you are assigned to collect debts from a person who is not fluent in English. Because collection workers have to talk with people about a very delicate subject, psychology classes might also be beneficial. Finally, computer classes are good choices, since this career, like most others, often requires at least some familiarity with keyboarding, basic computer operation, and Internet research strategies.

Postsecondary Training

Most collection workers learn collection procedures and telephone techniques on the job in a one- to three-month training period spent under the guidance of a supervisor or an experienced collector. The federal and state legal restrictions on collection activities, such as when and how calls can be made, are also covered.

Other Education or Training

ACA International conducts a variety of seminars on collection techniques, state and federal compliance laws that pertain to collection workers, and other topics. Contact this organization for more information.

Certification or Licensing

Although it is not required by law, some employers require their employees to become certified by ACA International, which offers many certifications, including professional collection specialist, credit and collection compliance professional, healthcare collection management, and trainer specialist. To learn more, visit http://www.acainternational.org. The National Association of Credit Management also provides certification. 

No experience is needed for collection jobs, but the U.S. Department of Labor reports that some employers prefer applicants who have at least six months to a year of experience in call centers, and some agencies prefer new hires to have several years of experience. Those with experience are more likely to land jobs, earn higher pay, and get promoted.

Because this is a people-oriented job, you must have a pleasant manner and voice. You may spend much of your time on the telephone speaking with people about overdue payments, which can be a delicate subject. To succeed as a collector, you must be sympathetic and tactful, yet assertive and persuasive enough to convince debtors to pay their overdue bills. In addition, collectors must be alert, quick-witted, and imaginative to handle the unpredictable and potentially awkward situations that are encountered in this type of work.

Collection work can be emotionally taxing and stressful. It involves listening to a bill payer's problems and occasional verbal attacks directed at both the collector and the company. Some people physically threaten repossessors and other collection workers. In the face of these stresses, you must be able to avoid becoming upset, personally involved with, or alarmed by angry or threatening debtors. This requires a cool head and an even temperament.