Bill and account collectors try to recover payment on overdue bills. They negotiate repayment plans with debtors and help them find solutions to make paying their overdue bills easier.
Bill and account collectors typically do the following:
Bill and account collectors generally contact debtors by phone, although sometimes they do so by mail. They use computer systems to update contact information and record past collection attempts with a particular debtor. Keeping these records can help collectors with future negotiations.
The main job of bill and account collectors is finding a solution that is acceptable to the debtor and maximizes payment to the creditor. Listening to the debtor and paying attention to his or her concerns can help the collector negotiate a solution.
After the collector and debtor agree on a repayment plan, the collector regularly checks to ensure that the debtor pays on time. If the debtor does not pay, the collector submits a statement to the creditor, who can take legal action. In extreme cases, this legal action may include taking back goods or disconnecting service.
Collectors must follow federal and state laws that govern debt collection. These laws require that collectors make sure they are talking with the debtor before announcing that the purpose of the call is to collect a debt. A collector also must give a statement, called “mini-Miranda,” which informs the account holder that they are speaking with a bill or debt collector.
Collectors usually have goals they are expected to meet. Typically, these include calls per hour and success rates.
Bill and account collectors held about 215,400 jobs in 2021. The largest employers of bill and account collectors were as follows:
| Business support services | 30% |
| Credit intermediation and related activities | 19 |
| Healthcare and social assistance | 10 |
| Professional, scientific, and technical services | 7 |
| Management of companies and enterprises | 7 |
Many collectors work in a call center for a third-party collection agency rather than the original creditor. In all industries, they spend most of their time on the phone tracking down or negotiating with debtors. They also use computers and databases to update information and record the results of their calls.
Collectors’ work can be stressful because some people become angry and confrontational when pressed about their debts. Collectors often face resistance while trying to do their job duties. Successful collectors must face regular rejection and still be ready to make the next call in a polite and positive voice. Fortunately, some consumers appreciate help in resolving their outstanding debts and can be quite grateful.
Most bill and account collectors work full time. Some collectors work flexible schedules, often calling people on weekends or during the evenings as they learn the best times to call.
Collectors usually must have a high school diploma. A few months of on-the-job training is common.
Most bill and account collectors are required to have a high school diploma, although some employers prefer applicants who have taken some college courses. Communications, accounting, and basic computer courses are examples of classes that are helpful for entering this occupation.
Collectors usually receive on-the-job training after being hired. Training includes learning how to use computer software, and instruction on federal debt-collection laws (in the Fair Debt Collection Practices Act) and state debt-collection regulations. Collectors also may be trained in negotiation techniques.
Listening skills. Collectors must pay attention to what debtors say when trying to negotiate a repayment plan. Learning the particular situation of the debtors and how they fell into debt can help collectors suggest solutions.
Negotiating skills. The main aspects of a collector’s job are reconciling the differences between two parties (the debtor and the creditor) and offering a solution that is acceptable to both parties.
Speaking skills. Collectors must be able to speak to debtors to explain their options and ensure that they fully understand what is being said.
Median annual wages, May 2021
The median annual wage for bill and account collectors was $37,700 in May 2021. The median wage is the wage at which half the workers in an occupation earned more than that amount and half earned less. The lowest 10 percent earned less than $28,820, and the highest 10 percent earned more than $59,360.
In May 2021, the median annual wages for bill and account collectors in the top industries in which they worked were as follows:
| Management of companies and enterprises | $46,100 |
| Professional, scientific, and technical services | 38,260 |
| Healthcare and social assistance | 38,190 |
| Credit intermediation and related activities | 38,050 |
| Business support services | 34,030 |
Most bill and account collectors work full time. Some collectors work flexible schedules, often calling people on weekends or during the evenings as they learn the best times to call.
Percent change in employment, projected 2021-31
Employment of bill and account collectors is projected to decline 8 percent from 2021 to 2031.
Despite declining employment, about 22,100 openings for bill and account collectors are projected each year, on average, over the decade. All of those openings are expected to result from the need to replace workers who transfer to other occupations or exit the labor force, such as to retire.
Continued use of enhanced software and automated calling systems is expected to increase productivity and allow collectors to handle more accounts. This technology will allow more collections work to be done with fewer employees. However, the need to collect various types of debt, including student, credit card, and mortgage debt, should create some demand for bill and account collectors.
| Occupational Title | SOC Code | Employment, 2021 | Projected Employment, 2031 | Change, 2021-31 | Employment by Industry | ||
|---|---|---|---|---|---|---|---|
| Percent | Numeric | ||||||
SOURCE: U.S. Bureau of Labor Statistics, Employment Projections program |
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Bill and account collectors |
43-3011 | 215,400 | 197,900 | -8 | -17,500 | Get data | |
For more information about bill and account collectors, visit
ACA International, the Association of Credit and Collections Professionals