Bank Collections Agent – Short Form

Screen candidates for entry-level collections positions with the Bank Collections Agent – Short Form test.

The Bank Collections Agent – Short Form test solution is for entry-level collections positions in an inbound or outbound call center environment in a financial setting. Sample tasks for these jobs include, but are not limited to: monitoring overdue accounts to update status, calling customers with overdue accounts, and persuading customers to pay their overdue accounts.

Job Level: Entry-level
Job Family/Title: Banking
Languages: Available: English (US)
Number of Sittings: One
Designed for Unproctored Environment: Yes
Question Format: Multiple choice, Simulation

What It’s Best Used For

This screening tool is best utilized during the hiring process for entry-level collections positions in inbound or outbound call center environments within the banking and financial sector.

• Verifying Persuasion & Goal-Orientation: It measures a candidate’s level of persistence, identifying individuals who can confidently direct tough conversations toward a payment commitment and stay resilient after facing initial rejections.
• Testing Software & Multitasking Skills: The test features a specialized navigation simulation that mimics a live contact center desktop. This measures how well an applicant can interact with multiple simulated customer applications running on a Windows desktop simultaneously.
• Evaluating Tactful Customer Service: It assesses service orientation and tactful problem solving by analyzing the tone and language the candidate uses during simulated telephone calls to handle ambiguous, high-stress debt scenarios politely.
• Measuring Data Entry Metrics: The assessment listens to and tracks customer call responses to score the applicant’s exact data entry speed and typing accuracy.

Informed Talent Placement: Hiring teams receive an immediate online report to back selection or internal promotion decisions with objective, data-driven insights. (Note: This assessment is fully legal for use in Canada).

Knowledge, Skills, Abilities and Competencies

• Measured Persistence: This is a measure of the tendency to set specific goals and work hard to achieve these goals. This trait is characterized by: suggesting the best solution for customer needs; being able to direct conversations towards a commitment/order/sale; and continuing to try if not successful the first time.
• Navigation: This measures a candidate’s interactions within a realistic contact center environment by providing a workspace that simulates multiple customer service-based applications running on a Windows desktop simultaneously.
• Service Orientation: This measures a candidate’s tendency to focus on meeting customers’ needs in a simulated telephone call context. This includes the tone and language used to respond to customers’ questions, apologizing when appropriate, and providing solutions that directly relate to customers’ requests.
• Tactful Problem Solving: This measures a candidate’s tendencies to engage in problem solving with customers in the context of simulated telephone calls. This includes acquiring necessary information from both customers and systems to understand the nature of the problem, working through ambiguity to determine the correct answer, and tactfully explaining the resolution of the situation to customers.
• Data Entry Speed: This measures a candidate’s ability to listen to and record information received from customers quickly.
• Data Entry Accuracy: This measures a candidate’s ability to listen to and record information received from customers accurately.