Think most successful collection agents started out dreaming of a career in collections? Not quite.
When I think of some of the best collectors who’ve worked with us:
Sam was a retail manager at a clothing store.
Mo worked the front desk at a hotel.
Jenny handled customer complaints at a call center.
They all grew into top-performing collection professionals earning great incomes. And while the backgrounds are different, it’s a story I see repeating.
In fact, some of the most successful people in credit and collections never imagined themselves in this industry. But they share certain traits that make them exceptional at what they do — traits YOU might already have.
Let’s break down what really makes someone succeed in this field:
Emotional Intelligence: The Secret Weapon
Remember that difficult customer who left your store smiling after coming in furious?
That wasn’t luck. That was your emotional intelligence in action. In collections, reading people and managing emotions is beyond useful — it’s essential.
The best collectors aren’t intimidating tough guys (that stereotype is as old as rotary phones).
They’re professionals who can:
- Read between the lines of what people are saying
- Stay calm when others are stressed
- Find solutions that work for both sides
- Build trust quickly
Communication: More Than Talk
Think about your best day in customer service. You probably:
- Explained complicated policies in simple terms
- Found ways to say “no” without losing a customer
- Turned an unhappy person into a satisfied one
- Made someone feel heard and understood
Sound familiar?
These are exactly the skills that make a great collection professional.
Problem-Solving: The Top Skill
Here’s what most people don’t realize about collections: it’s actually problem-solving with a financial twist.
Every call is different. Every situation is unique. And the best solutions often require creative thinking. Helping people solve their financial challenges can be hugely rewarding, for them and for you.
A successful collector is really a:
- Financial counselor
- Negotiation expert
- Solution architect
- Relationship builder
The Money Talk
Let’s address the elephant in the room: compensation.
Many people don’t realize that successful collection professionals often out-earn their peers in retail and customer service by a significant margin. That’s because a collector’s performance is recognized and rewarded.
With commission structures and bonuses, top performers can earn up to six-figure incomes — without requiring a degree.
Growing Your Career
The skills you develop in collections are invaluable across industries:
- Negotiation
- Conflict resolution
- Financial analysis
- Business communication
- Sales techniques
- Legal compliance
As you can see, these are more than collection skills — they’re business leadership skills. Top collectors can always tell you volumes about how their skills — and value — have grown while working at MetCredit.
Why Customer Service Backgrounds Win
If you’ve worked in customer service, you already have advantages you might not realize:
- You know how to handle difficult conversations
- You understand the importance of empathy
- You’re used to finding win-win solutions
- You can think on your feet
- You know how to de-escalate tense situations
Breaking Into the Industry
Interested in exploring this career path? Here’s what to look for:
- Companies that invest in training
- Strong mentorship programs
- Clear career progression paths
- Professional development opportunities
- Supportive team environments
Red Flags to Watch For:
- High-pressure sales tactics
- Lack of compliance training
- Commission-only compensation without base salary
- No ongoing professional development
The MetCredit Difference
At MetCredit, we’re known as Canada’s best collection agency for a reason. Since 1973, we’ve built our success on recognizing and developing talent from diverse backgrounds. We know great collectors can come from any industry or job history — they just need the right combination of people skills, problem-solving ability, and drive to succeed with us.
We’ve worked hard to build a culture, environment and benefits that keep our team members feeling rewarded and passionate, as they work at great locations in Vancouver, Edmonton, Mississauga (Greater Toronto Area) and Montréal, with leaders who know how to inspire.
Ready to Explore a Career in Collections?
Whether you’re looking to make a career change or just curious about the industry, we’d love to talk. Check out our Careers page to learn more about opportunities available right now at a MetCredit location near you.
I hope we get to meet!
