Collector - February 2018 - 19
or they are the sole compliance officer on
staff, CCOs must know literally everything
that's going on in the organization.
"As a chief compliance officer I really
work at building those relationships with
different people in the business and in
different business lines, and having a deep
understanding of how the business works,"
Lindauer said. "What are our collective
goals? I need to know the things we want
to do, what we currently do and how we
Often, a CCO's basic informationgathering process starts on the collection
floor. Quality assurance and call monitoring
can provide the greatest wealth of
information for a compliance officer,
so make sure that person is an active
participant in those functions.
"I understand each aspect of every
role and what we expect our staff to do,"
Rainbolt said. "I am capable of posting a
payment, doing a credit card reversal or
collecting an account as a debt collector.
This keeps me in reality, and helps me
to ensure that not only will our policies,
procedures and work instructions be
realistically effective, but our training
experience and quality control measures
will be as well. To the subordinate-level staff
it conveys that I care, understand and am a
subject matter expert capable of walking the
walk and talking the talk."
Not only do CCOs need to know the
nuts and bolts of how things work, but they
also need a passion to promote a culture of
compliance. That's why Rainbolt makes a
point to walk the collection floor regularly.
of compliance professionals
surveyed reported they
had prevented one or more
compliance incidents in the
last two years.
Source: Society of Corporate Compliance and
Ethics/Health Care Compliance Association, 2016