{"schemaVersion":"1.0","exportedAt":"2026-05-15T12:40:52.082Z","occupation":{"soc":"43-3011.00","title":"Bill and Account Collectors","group":"Office & Administrative Support","sector":"52","jobZone":2,"jobZoneInferred":false},"framework":{"version":"v.26.05","description":"","contextCovered":"This framework covers bill and account collections practice in office, call center, and multi-sector environments, spanning initial customer contact through complex negotiation, compliance, and team leadership at a Job Zone 2 calibration.","levels":{"emerging":{"label":"Emerging","statements":["Delinquent account records — locate and review using computer-based collections software under direct supervisor guidance in a call center environment.","Customer contact information — identify and compile from database systems to support outreach efforts on overdue accounts.","Collection activity notes — record accurately into CRM software following standard data-entry protocols on assigned accounts.","Customer inquiries about account balances — respond to by referencing scripted guidelines and account records during monitored phone calls.","Overdue account notices — prepare and send via mail or email using approved templates under direct supervision in an office setting.","Payment terms and credit contract language — read and summarize to support basic customer conversations about outstanding balances.","Customer financial information — gather and document during initial contact calls using structured intake forms provided by supervisors.","Basic repayment options — communicate to customers by following established scripts and supervisor-approved talking points.","Internet browser and search tools — use to locate updated customer contact details for accounts flagged as unreachable.","Time management routines — apply by following a daily call queue and task checklist assigned by a collections team lead."]},"developing":{"label":"Developing","statements":["Overdue accounts — monitor and prioritize independently using automated collections and categorization software across a full portfolio.","Customers with delinquent balances — contact by telephone or in person to solicit payment with reduced oversight in a high-volume collections center.","Repayment schedules — arrange and document based on individual customer financial situations, following departmental guidelines.","Account status updates — record consistently and accurately in CRM and accounting software to maintain current collection case files.","Customer objections and payment disputes — address by applying active listening and social perceptiveness skills during live account resolution calls.","Debt repayment strategies — advise customers on by explaining available options, timelines, and consequences in clear, plain language.","Sales and credit contract terms — review with customers to clarify overdue obligations and negotiate partial or full payment agreements.","Written correspondence for collection cases — compose and send using appropriate professional tone and document management software.","Payment processing transactions — complete accurately using point-of-sale or accounting software when customers agree to pay during contact.","Personal account workload — manage by tracking call outcomes, follow-up deadlines, and case statuses using time accounting software."]},"proficient":{"label":"Proficient","statements":["Complex delinquent account portfolios — manage autonomously across the full collections lifecycle using integrated CRM and accounting platforms.","Non-standard repayment negotiations — lead with customers in difficult financial circumstances, applying critical thinking and negotiation skills to reach viable agreements.","Escalated customer disputes and sensitive account issues — resolve independently by interpreting contract terms, payment history, and applicable regulations.","Collection outreach strategies — evaluate and adapt across mail, telephone, and in-person channels to maximize recovery rates on aging accounts.","Customer financial hardship situations — assess and respond to with service orientation, recommending tailored debt repayment actions that balance recovery and customer retention.","Legal and regulatory requirements governing debt collection — apply consistently to ensure all communications and collection activities remain compliant.","Account data quality and integrity — audit across the CRM system to identify and correct inaccuracies affecting collections outcomes.","Patterns in delinquency across assigned portfolio — analyze using monitoring and categorization tools to forecast risk and prioritize high-value recovery efforts.","Medical, administrative, or specialized account records — interpret and reconcile using relevant software to support collections in multi-sector environments.","Peer collectors — guide informally on handling non-routine account scenarios, sharing effective persuasion and negotiation approaches from experience."]},"advanced":{"label":"Advanced","statements":["Collections team performance standards and workflows — design and implement across the department to improve efficiency and recovery outcomes at organizational scale.","CRM, accounting, and collections technology stack — evaluate and recommend upgrades or replacements based on operational needs and emerging industry tools.","Debt collection policies and compliance frameworks — develop and maintain in alignment with federal, state, and local law and government regulations.","New collector onboarding and ongoing training programs — lead by establishing skill benchmarks in negotiation, customer service, and system proficiency.","Portfolio-level recovery strategies — set by analyzing delinquency trends, customer segmentation data, and historical performance metrics.","Cross-functional relationships with legal, finance, and customer service departments — build and manage to ensure aligned treatment of escalated or high-risk accounts.","Organizational risk exposure from delinquent accounts — assess and report to senior leadership using financial analysis and collections forecasting data.","Team culture of integrity, dependability, and stress tolerance — model and reinforce through coaching, performance management, and recognition practices.","Vendor and third-party collections agency relationships — oversee to ensure service quality, data security, and regulatory compliance on outsourced accounts.","Departmental goals for collections yield and customer resolution rates — define, communicate, and hold the team accountable to across quarterly planning cycles."]}}},"sources":{"onet":"v30.2 (CC BY 4.0)","crosswalk":"https://skillscrosswalk.com","generator":"LER.me"},"attribution":"© EBSCOed"}