Career Development for Collection Professionals

The FBCS Training department offers a professional and extensive program that includes new hire training and ongoing professional development.  The program presents opportunities to develop progressively develop collection skills and ability to effectively communicate with account holders to quickly resolve the outstanding account balance. 

Newly hired collection representatives complete an initial two week training program that begins with one week of formal classroom training and testing on collection laws and regulations, system training, and extensive role playing to develop basic call negotiation skills.  Trainees who pass all required testing in week one move to the collection floor for the second week of training, where they handle calls under the constant supervision of a trainer who can assist them and coach them individually.  Coaching and frequent monitoring continue during the 90-day probationary period, and retraining is provided to those needing to further build their skills. 

All collection representatives are tested annually on their understanding of the FDCPA and state collection regulations to ensure compliance.  Throughout the year, a regular schedule of advanced classes on various aspects of collection is offered to experienced representatives, enabling them to continually hone their skills and improve performance.