Human Resources & Talent Development Flashcards

An agency designs a collector incentive plan. Which feature best supports both productivity and compliance?

Answer: Bonuses tied to collections but reduced for compliance violations or QA failures

Linking incentives to quality and compliance scores keeps collectors from chasing dollars through prohibited practices.

Under the FMLA, how much job-protected leave can an eligible employee take in a 12-month period for a qualifying reason?

Answer: Up to 12 workweeks of unpaid leave

The FMLA gives eligible employees up to 12 workweeks of unpaid, job-protected leave, or 26 weeks for military caregiver leave.

Which employer meets the FMLA coverage threshold for private employers?

Answer: An employer with 50 or more employees in 20 or more workweeks in the current or preceding year

Private employers are covered by the FMLA if they have 50 or more employees in 20 or more workweeks in the current or preceding calendar year.

What is the main purpose of a skills-based competency model for collection staff?

Answer: To define the knowledge, skills, and behaviors needed at each role level for hiring, training, and promotion

A competency model defines what success looks like in each role and links selection, development, and career paths.

A collection manager calculates annual turnover. The agency averaged 80 collectors and 40 left during the year. What is the turnover rate?

Answer: 50%

Turnover rate equals separations divided by average headcount: 40 ÷ 80 = 50%.

Which interview method best predicts how a collector candidate will handle an upset consumer?

Answer: Behavioral interview questions asking for past examples of handling conflict

Behavioral interviewing assumes past behavior predicts future behavior and draws out concrete conflict-handling examples.

Under the ADA, a collector with a hearing impairment asks for an amplified headset. What is the employer generally required to do?

Answer: Provide a reasonable accommodation unless it causes undue hardship

The ADA requires covered employers to provide reasonable accommodations to qualified individuals unless doing so causes undue hardship.