Employee Isn't on Delinquency Guideline

 Let's say a collector isn't hitting their guidelines on delinquent accounts collected. They've been told that it is their job to reach that basic guideline. According to the signatures in the manual, they have been trained. The other 3 are on delinquency standard. According to the notes, phone calls are being made. Attendance from this employee is not an issue. Where would you start? What questions would you ask? How do you address it? 

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  • The first thing I would ask is who trained them?  A signature on a piece of paper does not mean that the employee is trained properly.  Make sure they are properly trained.

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    • Joyce Guest I agree. WHO was responsible.   I’d then discuss the employee performance with both of them.   I would ask the trainer to train the employee in my presence and try to determine the root problem.   

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    • Joyce Guest Exactly! Sometimes a signature of completion is just a built in excuse to say, "Well, I showed them...see?!" 

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  • I believe that too many times some folks are just intimidated by the trainer and are afraid to ask questions.  The trainer needs to help the new person grasp the importance as well as how to do the job. 

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