催收人員的職能與工作績效關係之研究

The Relationship of Competences and Job Performance of Debt Collectors

10.6147/JHRM.2007.0701.03

張婷婷(Ting-Ting Chang)；黃玉真(Ethel Huang)；黃同圳(Tung-Chun Huang)

職能 ； 催收員 ； 消費金融業 ； 工作績效 ； competences ； debt collector ； consumer banking ； job performance

人力資源管理學報

7卷1期（2007 / 03 / 01）

41 - 59

繁體中文

近年來，大量發行信用卡、現金卡造成的雙卡風暴，已使銀行產生虧損，各家銀行開始增加催收部門人員，即催收員。如何吸引與留住優秀的催收員，對銀行業將是一個新的課題。本研究目的在於建構催收員的職能模型以及探討催收員職能與工作績效之關係，本職能模型包括催收專業能力、法規知識、動機與特質等三個職能構面。此外，為克服先前研究之缺點，避免同法或同源變異的問題，本研究的樣本採用二個不同來源的資料。就研究結果，本職能模型能預測部份的催收員工作績效，催收員職能與工作績效有正相關，而此職能模型以動機與特質構面最能預測工作績效，而且本職能模型還能區別出高工作績效者與低工作績效者，因此可作為業界招募與甄選人員的參考依據。

In recent years, the increasing of non-performing loans has become a major issue in finance market in Taiwan. This issue has resulted in large deficit/loss in banks and raised Taiwan government's attentions. To effectively reduce non-performing loans, banks start hiring a large number of debt collectors. For banks in Taiwan, it is a new subject on how to recruit, train and evaluate a debt collector. To solve these difficulties, we identify and develop a competence model of a debt collector that describes relationships between collector's competence and work performance. The competence model includes three competence indexes: collector's professional skills, motivations and personal characteristics, and basic law knowledge. These three indexes generalize capabilities of a debt collector and indicate his/her partial competences. To avoid common method/source variance (CMV), we collected each data set from two different sources, one from debit collectors, and the other one from the superior of the collectors. We found that the competence of a debt collector is positively correlated to the individual-level performance. In addition, among theses three indexes, the motivations and the personal characteristics are the most important factors comparing to other indexes. With the proposed competence model, a bank would be able to effectively recruit debit collectors, to design training courses, and to estimate their work performance.

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