PCM Human Resources & Talent Development 3

Question 1

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

Accepted Answer

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

Answer

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

Question 2

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

Accepted Answer

Up to 12 workweeks of unpaid leave

Answer

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

Question 3

Which employer meets the FMLA coverage threshold for private employers?

Accepted Answer

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

Answer

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.

Question 4

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

Accepted Answer

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

Answer

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

Question 5

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

Accepted Answer

50%

Answer

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

PCM - Professional Collection Manager Certified Practice Test