Use this sample and step by step explanation to craft a meaningful 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.

Does not act soberly when the negotiation process hits a dead end and tends to lash out when it goes wrong.

Finds it difficult to build rapport with the negotiating parties and does not engage well with others.

1

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.

Shows great confidence when it comes to making decisions and sticking to them.

Expresses feelings and emotions in an open but non-confrontational way.

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.

Not willing to do proper research and relies on outdated data and information.

Does not present ideas and points in a logical order or outline.

1

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.

Fails to meet expectations in an effective and timely manner.

Does not know how to use technology related equipment and processes properly.

1

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.

Plans, manages, and coordinates both internal and external resources in order to identify problems or accomplish tasks within the given deadlines

Initiates collaboration with other employees, shares all relevant information with them when performing a task, and assists them in setting goals

2

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

Does not consider any dubious methods or less honorable plans or strategies to get work done

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.

Exhibits very little endurance in the pursuit of career growth

Pursues personal goals at the expense of the business goals

1

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

Gets overwhelmed when multi-tasking. Feels overloaded when juggling several tasks or when under pressure

Shows reluctance when asked to take over others in the same office or department when necessary

1

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

Receives multiple customer complaints about failing to follow up on their inquiries as promised

Ignores customers with unrealistic demands and makes little attempts to negotiate with them to reach a middle ground

1

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.

Hardly asks for assistance when faced with challenges when operating modern electronic devices

Does little to seek for assistance when faced with challenges related to installing, using, and troubleshooting computer software

1

Self Evaluation

Self Evaluation Question

Employee Comments

NEGOTIATION SKILLS:

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

Explain an instance that you hit a dead-end in a negotiation process. What did you do to reach a conclusion?

[employee comments]
TEAMWORK SKILLS:

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

Are you always aware of your roles and responsibilities within the team and how do you feel about them?

[employee comments]
CRITICAL THINKING:

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

Do you usually look at issues in a one-sided manner or at different angles?

[employee comments]
ADMINISTRATIVE SKILLS:

How well do you handle your administrative roles to ensure you deliver good results.

How objectively are you when handling issues and are you governed by reason or emotions when performing your administrative roles?

[employee comments]
KNOWLEDGE OF COMPANY PROCESSES:

How do you manage a project plan, set timelines and milestones, and involve team members in order to deliver on time?

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 trustworthy to handle the tasks given without passing them on to others?

Are there areas you have not showed or practiced dependability that you need to change

[employee comments]
PERSONAL GROWTH:

Do you make an immediate corrective action based on the coaching or feedback you receive?

Would you like to see your career grow as the company does?

[employee comments]
ADAPTABILITY:

What is the biggest change you have dealt with and how did you cope with it?

When have you been forced to attend to an emergency in an unusual way and what was the outcome?

[employee comments]
CUSTOMER SERVICE:

Can you recall of any situations where customers made objections? How did you react?

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?

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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