Collector - April 2018 - 44
Do Your Trainers Make the Grade?
ACA's Trainer Specialist designation can help put your agency at the top.
By Irene Hoheusle, IFCCE
nboarding new collectors can be
a learning experience for both
employees and trainers, whether
the employee is new to the debt collection
industry or has years of experience. One
way to ensure a smooth transition for
those new employees-and to help current
employees keep their skills fresh-is to
have someone in your organization achieve
ACA International's Trainer Specialist™
The TSP designation allows your trainer
to teach ACA's core collector courses at your
organization, covering need-to-know topics
for professionals at the collector level.
Employees who want to prepare for
the TSP designation must take ACA's
FDCPA Essentials for Collectors and
Essential Collection Skills and Techniques
(ECST) classes-the very classes they will
be teaching-as well as a special Trainer
Specialist online seminar.
Jasmine Cantu, training and development
manager at Southwest Credit Systems, LP,
earned the TSP designation "to ensure that our
collectors, who are the face of the company,
have all the adequate information that they
need in order to do their job correctly."
She especially likes the materials given to
Trainer Specialists to help them teach the
The TSP course taught Cantu how to more
effectively impart knowledge and skill sets to
collectors, preparing them for a wide variety
of situations. She noted that both the TSP
training and final exam were doable.
"It's not too difficult-especially if you've
gone through all the materials," she said.
Beth Wolters, director of corporate
training at North American Credit Services
Inc., explained that she decided to pursue
the TSP designation to learn more about the
industry and "take that and teach others so
that they can help people."
She feels being a Trainer Specialist has
increased her ability to help collectors learn.
Wolters likes to teach ECST best because
it's flexible enough that she can inject
her personality into the sessions. She
incorporates the ECST computer-based
training into her classes so participants have
information up on their screens and can
interact more with their peers. Wolters' goal
is for all of her collectors to eventually earn
their PCS certification.
"Those that have gone through the
certification and taken the tests are more
aware and conscientious when on the
phone," Wolters said.
Collectors must "learn how to listen when
on the phones, be patient and not take things
personally," Wolters noted.
Teaching this type of confidence and
behavior is not always easy in our highly
regulated industry. Employing professionals
with the TSP designation, a program tailored for
the collection industry, will give your agency an
edge with your clients as well as consumers.
If you are wondering if you should have
someone in your organization become
Call Customer Care:
There has never been
a time more critical in
the credit and collection
industry. Join your fellow
industry professionals to learn and
stand together for your business to
thrive in this new environment.