Leadership & Team Management Flashcards

A collection manager notices a top-performing collector has started cutting calls short and missing promise-to-pay follow-ups. What is the most effective first step?

Answer: Hold a private one-on-one to understand the cause and reset expectations

A private coaching conversation identifies root causes before escalating to discipline.

Which leadership style is most appropriate when onboarding a brand-new collector who lacks FDCPA knowledge?

Answer: Directing (high task, low relationship)

Situational leadership recommends a directing style for low-competence, new employees who need clear instructions.

A manager wants to measure collector productivity fairly across portfolios of different account ages. Which approach is best?

Answer: Use liquidation rate relative to placement value and account age

Liquidation rate normalized for placement value and age accounts for differences in portfolio collectability.

Under SMART goal-setting, which collector goal is best written?

Answer: Increase right-party contacts by 10% on the 90-120 day bucket by March 31

It is specific, measurable, achievable, relevant, and time-bound.

An incentive plan pays collectors solely on dollars collected with no quality component. What is the main compliance risk?

Answer: It may encourage abusive or deceptive collection tactics

Pure volume-based pay can reward UDAAP/FDCPA violations, so plans should include compliance and quality gates.

When delivering constructive feedback after a call review, which technique is most effective?

Answer: Give specific, timely examples tied to observable behavior

Specific, timely, behavior-based feedback is clear and actionable.

High turnover is common in collection floors. Which retention strategy addresses a leading root cause?

Answer: Providing clear career paths and ongoing training

Lack of growth and development is a major driver of turnover, so career paths and training improve retention.