Use this step by step explanation to craft a good employee performance feedback review for a collections clerk. Find the right words with quality phrases.

A Collections Clerk is tasked with calling out the delinquent customers to collect overdue payments from credit card companies, public and private businesses and some independent contractors. This position requires firm yet polite clerks who keenly follow the company's pre-established guidelines and instructions all the time.

The principal roles of the post include researching, compiling, maintaining and managing data that is related to collection efforts, contacting customers to resolve billing issues, coordinating resolution of the past due accounts by arranging for payment, issuing debt commitment letters, monitoring cash on delivery or COD roll payments, contacting customers regarding overdue accounts, determining reasons for non-payment, satisfying collection activities to maximize cash receipts, negotiating the return of unpaid merchandise, issuing credit hold notifications, repossessing merchandise when payment is unlikely.

Employee Performance Review Sample

Employee's Name: Title:
Review Period: __/__/__ to __/__/__ Employee SSN:
Work Location: Supervisor's Name:

Instructions

  1. Rating: Rate the employee against the core skills based on how well he/she demonstrates each skill. Give scores 1, 2, or 3 for each rating depending on the employee's performance.
  2. Comments: Use this area to give examples of employee's performance phrases. The phrases should describe how well an employee has performed on previously set goals based on the given core skill.
  3. Summary: Use this section to give a summary of the employee's strengths and areas for improvement or development. Recommend a step increase for an employee who has met the expectations and performance improvement plans for one who doesn't meet expectations.
  4. Human Resources Review: Human resources manager must examine and indicate whether he/she concurs with the evaluation and comments. If the manager agrees, then he/she must sign the evaluation form. If he/she doesn't concur, then he/she must provide reasons explaining why this is so.
  5. Signatures: Sign the evaluation form and give it to the employee to go through and answer the Self Evaluation Questions. Ask him/her to sign and date the evaluation form before giving it back to the human resources for filing.

Rating Meaning

The employee fails to perform the most important aspects of the job satisfactorily. Requires close guidance to carry out routine jobs. He/she needs significant improvement in all areas. Meetings should be held between the employee and the supervisor to discuss performance deficiencies.

1

Employee routinely meets and exceeds expectations in all areas of responsibility. Produces high-quality work that at times exceeds expectations. Consistently meets the most critical annual goals. Occasionally produces timely and accurate results.

2

The employee consistently and significantly exceeds the communicated expectations by producing exceptionally high-quality work. He/she demonstrates exceptional knowledge of his/her duties and is highly recognized by others as an authority in his/her area of work.

3

Supervisor's Feedback

Skill

Comments

Rating

NEGOTIATION SKILLS: Negotiation Skills are a deliberative process by which people settle their differences through an acceptable agreement to both parties to co-exist without argument and dispute in the workplace.

Always asks good and relevant questions that will help seal a deal.

Seeks for clarification from the other negotiating parties on issues not well understood.

3

TEAMWORK SKILLS: Teamwork is the process of collaboratively working with a group of people with an aim to achieve a set goal within a business ensuring that the staff and management cooperate using their skills and provide constructive feedback.

Participates actively in all the team's activities and always displays a winning mentality.

Looks for ways to turn talk into practical solutions and actions that have a positive impact.

3

CRITICAL THINKING: Critical Thinking is the ability to think clearly and rationally while understanding the logical connection between ideas in a reflective and independent thinking.

Knows how to clarify problems and solutions easily so that other people can understand.

Takes in into consideration different and varied perspectives when solving problems.

3

ADMINISTRATIVE SKILLS: Administrative Skills are all the services related to the running of a business or keeping an office organized while supporting the efforts of the management team.

Demonstrates good knowledge of technology issues and can comfortably use and maintain technology related equipment.

Shows good customer service abilities and knows how to make a visitor feel at ease and comfortable.

2

KNOWLEDGE OF COMPANY PROCESSES: Knowledge of Company Processes is the in-depth understanding of a collection of related, structured activities that serve a particular goal for a group of customers or clients who are valuable to the enterprise.

Works not only with own workgroups but also with groups and teams across and outside the company in order to share ideas that would benefit the company

Is able to restrain negative actions and keep own actions under control when facing a difficult situation or working under pressure

3

DEPENDABILITY: Dependability is the characteristic of being able to be counted on and relied upon by providing services that be trusted within a period.

Ensures the performance is steady and strong regardless of any upcoming situation

Handles all projects conscientiously from the beginning to the end

3

PERSONAL GROWTH: Personal Growth is the improvement of one's awareness, identity, developing talents and potential to facilitate the growth of oneself and the position they handle at the workplace.

Ability to lead others in setting personal goals that all result in accomplishing the company goals

Takes work very seriously and gives no excuse to be absent

2

ADAPTABILITY: Adaptability is the ability to cope with and adapt to unexpected situations in any environment and staying connected with a great attitude.

Anticipates and responds with energy to new challenges, the unfamiliar and the urgent

Thinks of ways to make changes work, rather than identifying why changes will not work

3

CUSTOMER SERVICE: Customer Service is the ability to cater for the needs of the client by providing excellent customer service without compromise.

Handles the most difficult customers with ease and manages to give them feedback in the most constructive manner

Excels in redefining customer service processes to meet the ever-changing needs of customers

3

TECHNOLOGY SAVVY: Technology Savvy is the introduction of the digital technology in the workplace as a strategy to make tasks run swiftly against doing them manually.

Excels at integrating software and modern computing power when applying analytics to make strategic decisions

Embraces computers to execute repetitive, multiple, and complex tasks efficiently

3

Self Evaluation

Self Evaluation Question

Employee Comments

NEGOTIATION SKILLS:

How well can you rate your negotiation skills? Explain your answer.

Have you ever backed out of negotiation process and what was the outcome?

[employee comments]
TEAMWORK SKILLS:

Do you make your voice heard on team issues, or you allow others to come up with the ideas?

Do you show leadership skills while you are in a team and how will you rate your leadership skills?

[employee comments]
CRITICAL THINKING:

Do you get to appreciate and learn from your mistakes and how do you deal with making wrong decisions?

When expressing your ideas do you deliver them in a logical manner?

[employee comments]
ADMINISTRATIVE SKILLS:

Being in a leadership role, do you feel you influence those around you positively?

Give an instance, or example that you can say is your proudest moment of being in an administrative capacity?

[employee comments]
KNOWLEDGE OF COMPANY PROCESSES:

How do you prioritize customer's issues in order to ensure that service is provided to the customers even during critical periods?

What have you done to help improve your knowledge of your company's processes? How has this helped you and your colleagues?

[employee comments]
DEPENDABILITY:

Are you willing to do whatever it takes to get the job done no matter the situation?

Are you willing to work overtime if the task requires you to do so?

[employee comments]
PERSONAL GROWTH:

Do you accept positive criticism and work on the areas that need change?

Do you find it hard to work with the management in certain areas?

[employee comments]
ADAPTABILITY:

Were there times you had to take in a new task when you were still heavily involved with another one?

Can you think of a time when your task or project suffered a setback? How did you react?

[employee comments]
CUSTOMER SERVICE:

How do you respond to customers who make unrealistic demands?

Are there any instances where some customers declined following a queue? How did you correct such situations?

[employee comments]
TECHNOLOGY SAVVY:

What efforts are you making to improve your capacity to work anytime from anywhere and on any device?

What are you doing to increase your capacity to operate modern electronic devices?

[employee comments]

Summary

Sections 1-4: To be completed by the supervisor

Section 5: To be completed by the employee

1. Exceeds Job Related Expectations

2. Areas to improve

3. Goals completed since last performance feedback

4. Goals for next period

5. Employee comments

Signatures

I acknowledge that I discussed this performance feedback with my supervisor. My signature does not mean that I agree or disagree with this appraisal.
Employee: Date:
Supervisor: Date:
Human Resources: Date:

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