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 representatives complete a month long training program that includes one week of classroom training. Coaching and training continues during the next three weeks, as new representatives are assigned to a closely supervised training group to build their skills before moving to the collection floor.

Classroom training begins with discussion of the FDCPA and state debt collection regulations and a review of FBCS’ privacy and information security polices. Before representatives are issued their collection system logins, they must pass a written test on the regulations and sign the Company’s privacy compliance statement. Classroom training includes system training and an overview of effective collection and negotiation techniques, along with role play opportunities to practice these techniques before starting to make live phone calls.

After representatives are assigned to the collection floor, they participate in regularly scheduled training classes designed to continually sharpen their communication and negotiation skills. In addition to these scheduled classes, they may be given remedial training on a particular topic if call monitoring identifies an area needing immediate improvement. FBCS staff also have the opportunity to develop their public speaking and leadership skills by participating in Toastmasters International meetings held onsite.

FBCS is also developing a series of management training classes to build the skills and knowledge of its supervisors and prepare qualified representatives for promotion to a team leader or supervisory position.