Use this sample and step by step explanation to craft a meaningful employee performance feedback review for a collections officer. Find the right words with quality phrases.

A Collections Officer is liable for performing loss mitigation and recovery activities regarding delinquent or charged-off accounts in compliance with the Bank and legal guidelines that include the related state and federal regulations.

Duties for this position include collecting payments on past due bills, locating customers using credit card bureau information, background checks, loan documents, and other databases, reviewing terms of sale or loan documents, organizing the list according to severity of delinquency, creating lists of people who have not made payments, ensuring all the customer's information is correct, including the phone numbers and addresses, using skip tracing to update the records, collecting payments, offering advice or referring customers to debt counselors, setting up repayment plans and new terms of sale.

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

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.

Finds it challenging to arrive at a concrete conclusion after undertaking any evaluation.

Not willing and inflexible to change tact or strategy when the initial plan fails to achieve the desired effect

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.

Knows how to manage time properly and ensures all tasks are completed before deadlines.

Demonstrates a good ability to cope very well when under high pressure.

2

INTERPERSONAL SKILLS: Interpersonal Skills are a set of abilities that enable a person to positively interact and work with others effectively while avoiding office disputes and personal issues with each other.

Has a bad attitude and does not readily accept when given constructive feedback.

Is not patient enough to handle issues and does not have a high tolerance level.

1

MANAGING AT TEAM: Managing is the administration of an organization which includes activities of setting the strategy of an organization and coordinating the efforts of the employees to accomplish its objectives.

Asks employees for input after decisions have been made thus makes them feel as if their opinions don't matter

Fails to break down big projects into smaller, manageable ones thus leaves one's team feeling overwhelmed

1

CREATIVITY: Creativity is the skill of turning new and imaginative ideas into reality through the ability to perceive the world in new ways, find hidden patterns, make connections between unrelated phenomena and generate solutions.

Crafts viable and inventive solutions required during a crisis season

Always suggests original ideas that work well in the company

2

ORIENTATION TO WORK: Orientation to Work is the introduction that is given to a new worker whereby he is introduced to coworkers and given relevant information like schedules, performance standards, benefits and facilities, names of the supervisors, etc.

Knows how to manage time and deal with performance problems effectively

Carries a great ability to outline the pros and cons of each course of action

2

COMPETITIVENESS: Competitiveness is the skill of being able to compete as a team or a company with other enterprises in the same line of entrepreneurship and emerging as the winner.

Shows unwillingness to assume responsibilities that are outside one's job description

Does not practice leadership skills even when presented with an opportunity to do so

1

FINANCIAL MANAGEMENT: Financial Management is the skill of learning how to handle accounting, finance, and organizational management through providing daily data on the operations that take place every day.

Does not take the time to familiarize oneself with different types of credit thus leaves decision-making to the lender

Does not create a cash flow budget thus loses track of how the company pays its expenses and how revenues are managed

1

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

Shows frustration when a customer asks too many questions and lacks patience with customers who ask irrelevant questions

Makes little efforts to redefine customer service processes to meet the ever-changing needs of customers

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.

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

Demonstrates little knowledge on how to use modern computing power to assist in making better decisions

1

Self Evaluation

Self Evaluation Question

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 encourage your employees to be the best they can be and to trust in their abilities?

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

[employee comments]
INTERPERSONAL SKILLS:

Give an instance your personality affected your relationships with others. How did you resolve it?

How well do you receive and at the same time give constructive feedback?

[employee comments]
MANAGING AT TEAM:

Would you rather that your reporting staff respected you or feared you? Why? How would you inspire both reactions from them?

Can you describe a time when you have taken a management role when you did not have the title of a manager? What happened?

[employee comments]
CREATIVITY:

Have you exhausted all your creative skills and solutions that would be beneficial to the business?

Are you motivated to do better every time you give a workable solution to a challenge?

[employee comments]
ORIENTATION TO WORK:

How well do you manage your time assigned for the tasks?

How do you deal with office confrontation and do you feel justice has been served right?

[employee comments]
COMPETITIVENESS:

What are some of the things you have done to help co-workers improve their professional competitive skills?

Mention a time you made an intentional effort to get to know someone from another culture. What was the result?

[employee comments]
FINANCIAL MANAGEMENT:

What tools/techniques have you used to keep track of the company's cash flow? How have these tools/techniques helped the accounts department?

What factors do you consider when making a major purchasing decision? Give an example of the last time this happened

[employee comments]
CUSTOMER SERVICE:

Is there a time when you were asked a question and you were unable to answer? Did you seek assistance?

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?

How often do you encourage colleagues to use computers to execute repetitive, multiple, and complex tasks more efficiently?

[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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