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.

Shows commitment to the negotiation process and ensures that a deal is brokered in the end.

Keeps an open mindset during a negotiation process so ensure that an acceptable solution is arrived at.

2

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.

Communicates opinions and ideas in a clear and concise way to the other team members.

Encourages other team members to continue to improve themselves and to do well at all time.

2

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.

Always seeks to ask questions as a form of finding a sound basis to solving a problem.

Shows great flexibility when it comes to changing strategies and tact while dealing with different problems.

2

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.

Shows willingness to mentor those staff under him/her and to share knowledge and information freely.

Manages to accomplish set goals and objectives within the stipulated timeframe and with minimal resources.

3

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 understand both internal and external client's needs and concerns and to provide sound solutions or recommendations

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.

Is highly regarded as dependable by both management and the team working together

Identifies the worthy steps and takes them in executing all the tasks given

2

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

Listens to the counsel of the management and coworkers and adjusts where there is need

2

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

Incorporates feedback effectively and deals positively with praises and criticism

Works overtime to help a colleague meet a deadline for a certain proposal

2

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

Seeks assistance when handling customers with special needs and works well with most customers

Makes efforts to follow up with most customers to ensure they are satisfied

2

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.

Shows interest to learn more about keeping computers and mobile devices free from unauthorized access

Seeks assistance when faced with challenges in installing, using, and troubleshooting computer software

2

Self Evaluation

Self Evaluation Question

Employee Comments

NEGOTIATION SKILLS:

When negotiating how well do you take charge of the process?

Have the results of any negotiation process gone against your expectations?

[employee comments]
TEAMWORK SKILLS:

How well do you work while you are on a team or a group?

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

[employee comments]
CRITICAL THINKING:

How well do you research and gather facts and information before solving an issue?

How well do you consider having a concrete conclusion when presenting your ideas?

[employee comments]
ADMINISTRATIVE SKILLS:

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

How conversant are you with the technology while dispensing your administrative roles?

[employee comments]
KNOWLEDGE OF COMPANY PROCESSES:

Can you give an example of one or two times when you have presented new information to key decision-makers to help them understand a situation?

Is there a time when you have encountered a problem due to lack of knowledge of your company processes? How was the problem solved?

[employee comments]
DEPENDABILITY:

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

Are your work results and your reliability in harmony and dos your record show that?

[employee comments]
PERSONAL GROWTH:

Do you consider the requirements carefully before handling any task?

Are you personally aware of areas you need to change?

[employee comments]
ADAPTABILITY:

If you were given a new project to lead without prior knowledge, what steps would you take to tackle it?

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

[employee comments]
CUSTOMER SERVICE:

Are there any instances where customers asked irrelevant questions? How did you handle such customers?

What efforts are you making to gain more understanding about company products?

[employee comments]
TECHNOLOGY SAVVY:

Can you describe a situation where you successfully utilized the power of computers to process tasks more efficiently and accurately?

Are there any times you had to seek for assistance on issues related to operating 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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