8/2/2019 Telephone Interview Guide - Collections Staff Only

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Telephone/Walk-In Interview Guide

Applicant: ____________________________ Date: ________________________

Interviewer: ____________________________

Say: Thank you for your interest in our company. Do you have a moment for me to

ask you a few questions?

(Then ask the Preliminary Questions.)

Preliminary Questions:

1. How did you hear about this position?2. What do you know about the company?

2 Points. They have researched us through reading/the website1 Point. They have talked with friends/colleagues

0 Points. They do not know anything; have not done research

Say: We are a nationwide specialized buyer of distressed consumer debt, purchasesChapter 13 bankruptcies, telecommunications receivables, student loans, high loan-to-

value second mortgages, auto and mortgages deficiencies. We provide a full range of

risk management and cash flow alternatives to consumer credit-granting industry. For

more information, visit www.rcap.comand/orwww.alegisgroup.com.

Say: I would like to ask a few more specific questions about our work operations.

(Then ask Knockout Questions)

Knockout Questions:

1. Are you able to work Saturdays and between the hours of 8 a.m.10 p.m.?2. Are you comfortable working in a quota driven industry?3. What is your minimum, non-negotiable salary requirement?4. Are you comfortable working in an incentive environment?5. Do you enjoy talking on the telephone?6. Are you satisfied sitting at a desk behind a computer for the majority of yourday?

If the candidate answers no to any of these questions, say: Thank you so much foryour time and interest. We do not currently have a position that is the right fit, but I have

enjoyed speaking with you and encourage you to watch our website for new positions in

the future.

http://www.rcap.com/http://www.rcap.com/http://www.alegisgroup.com/http://www.alegisgroup.com/http://www.alegisgroup.com/http://www.alegisgroup.com/http://www.rcap.com/

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If the candidate answers yes to all of the questions, evaluate the candidates phonevoice and professionalism.

Phone Voice & Professionalism: 1 2 3 4 5

If the score is less than 3, say: Thank you so much for your time and interest. We do

not currently have a position that is the right fit, but I have enjoyed speaking with youand encourage you to watch our website for new positions in the future.

If the score is 3 or greater say: Im enjoying talking with you. Do you have 10 more

minutes to answer a few additional questions?

Then ask Interview QuestionsPart I.

Interview QuestionsPart 1: (Ask all questions listed)

1. What key accomplishments in your past suggest you are an excellent candidate forthis job?Job Performance

Answer:

Looking for:

Rating: 1 2 3 4 5

2. What type of challenges do you most enjoy tackling at work? Give me 2 examples ofchallenging work situations. Explain why the situation was challenging for you and

how you handled itStress/Problem-Solving

Answer:

Looking for:

Rating: 1 2 3 4 5

3. What four or five things are most important to you in a work environment? Preferred Work Environment

Answer:

Looking for:

Rating: 1 2 3 4 5

Total Score (From Preliminary Section & Interview QuestionsPart 1): ___

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If the score is less than 11, say: Thank you so much for your time. Those are all of thequestions that I have today. We will be contacting applicants within the next week to let

them know the status of their application.

If the score is more than 11, continue with Interview QuestionsPart II

Interview Questions

Part II: (Ask all questions listed)

1. What key factors accounts for your success?StrengthsAnswer:

Looking for:

Rating: 1 2 3 4 5

2. What do you think employees need most from managers?Management StyleAnswer:

Looking for:

Rating: 1 2 3 4 53. Who was the best boss you ever had? What were some of this persons key traits and

characteristics? Preferred Management Style

Answer:Looking for:

Rating: 1 2 3 4 54. Tell me about your educational background H.S., College, etc. If you could repeat

your educational experience what would you do differently?Education

Answer:

Looking for:

Rating: 1 2 3 4 55. If you sense that you are not fitting in well with a group and are being treated like an

outsider, what would do?Interpersonal Skills

Answer:

Looking for:

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Rating: 1 2 3 4 56. Assume I have told you that I have interviewed three excellent candidates for this

position and you are one of them. Convince me that you are the best candidate. Persuasiveness

Answer:

Looking for:

Rating: 1 2 3 4 5

Scenario:A. If a woman tells you that she recently got divorced and has three young kids and no

money to pay. How would you respond?

Answer:

Looking for:

Rating: 1 2 3 4 5

B. A debtor tells you that the debt you are calling does not belong to him but he has noinformation to prove this. What would be the best way to handle this account?

Answer:

Looking for:

Rating: 1 2 3 4 5

7. What questions do you have for us?Answer:

Looking for:

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Rating: 1 2 3 4 5

Total Applicant Score: ________

If above _______, schedule the candidate for an in-office interview.

If below _______, say Thank you so much for your time. Those are all of the

questions that I have today. We will be contacting applicants within the next week to let

them know the status of their application.

RECOMMENDATION:

In-Office Interview Turndown Letter