Collector – June 2019 - 32

$30.5

BILLION

Annual economic cost
of millennial turnover
as a result of poor
employee engagement.
Source: Gallup

32

stories will come out that indicate whether
they have that positivity. I can teach them
skills, but that attitude is part of who they
are. I specifically look for that when I hire."
At RTR Financial Services in Staten
Island, New York, the company's customer
service focus is built into the hiring and
training process and, ultimately, helps keep
employee stress low.
"We hire people with minimal to no
collection experience so we can train
them to collect the accounts the RTR way,"
said RJ Reilly, executive vice president
and chief operating officer at RTR. "We
consider ourselves more customer service
than collections. It's not a matter of hitting
quotas of 100 calls per day or collecting
a certain amount of money. While yes,
that is important, avoiding a complaint is
most important to us. Encouraging new
collectors to work with that mentality not
only frames their phone interactions but
puts them at ease."
Continually reminding employees how
their jobs relate to the overall company
mission and vision helps build a sense that
they are part of something larger, bonds
them to the team and gives them a greater
sense of satisfaction.
Collectors aren't simply getting consumers
to pay their bills. They are helping to
achieve specific company goals. But do they
even know what those goals are, what the
status of achieving those goals is and how
their work contributes? Highlighting such
things in company meetings and individual
discussions helps keep employees engaged.
Of course, communication isn't a one-way
activity. Preaching company values doesn't
mean much if employees don't feel like their
voices are being heard.
At A-1 Collection Service, employee
questions and ideas are tracked in a "Food
for Thought" log and discussed during
monthly collector enrichment meetings.
Everyone has a chance to provide their
suggestions so management can respond.
Recently, a collector suggested the
company needed better inbound call
tracking because it didn't seem like there
was an equal distribution among collectors.

Management agreed that such tracking was a
good idea and took the issue to their vendor,
who in turn began working on a solution.
"Everything in life is about feeling heard,"
Genovay said. "That's all we can ask. If
we have an idea, are we heard and does
management really care?"
The company also engages employees
using quarterly roadmap sessions instead
of annual performance reviews. Employees
drive the conversation during these sessions,
focusing on what they are doing but no
longer want to do, and what they would
like to do better. One of the quarterly
sessions includes Genovay, in addition to the
employee and manager.
"It becomes a connection between you
and the manager," she said. "It really puts the
employee in control. Who motivates you?
You do. Why would anyone delegate that to
their employer?"
Taking the time and effort to know
employees can uncover personal goals and
strengths that can benefit the company as
well as that employee.
At Secured Resolutions LLC, collectors
are sometimes selected for special
company projects. This gives them the
chance to work on projects that benefit
the company, exposes them to areas in
which they don't normally work and helps
build their skills. Their collection goals are
prorated for the time they would normally
be on the phones collecting so they aren't
penalized for participating.
Recently, a collector who is pursuing a
college finance degree and is a "wizard on
Excel" was given one such special project.
He was asked to build a spreadsheet
that collectors can use to project their
individual monthly collections, forecasting
the month/day they'll walk in and are
at bonus. He not only designed a userfriendly model but also trained employees
and fields questions.
"Who knows? By the time he graduates,
we may need another person in Finance,"
said Lisa True, managing director for
Secured Resolutions. "My business partner
and I both started our careers in the
mailroom for another company and worked

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Collector – June 2019

Table of Contents for the Digital Edition of Collector – June 2019

President’s Page
Industry News
Best Practices
FYI
Collection Tips
Adapting to a New Environment
“Today agencies realize this is an opportunity to help the consumer.”
ACA International’s 2019 Convention & Expo
Close the Revolving Door
Calendar
Honor Roll
Education Spotlight
Ask the Experts: Small Talk
Growing into the Industry
Exploring STIR/SHAKEN
CFPB Releases Proposed Debt Collection Rule
Industry Advancement Program Helps Member Defeat FDCPA Claim in Ninth Circuit
ACA SearchPoint
Ad Index
Membership
Last Word
Collector – June 2019 - Cover1
Collector – June 2019 - Cover2
Collector – June 2019 - 1
Collector – June 2019 - 2
Collector – June 2019 - 3
Collector – June 2019 - Industry News
Collector – June 2019 - President’s Page
Collector – June 2019 - 6
Collector – June 2019 - 7
Collector – June 2019 - 8
Collector – June 2019 - 9
Collector – June 2019 - Best Practices
Collector – June 2019 - 11
Collector – June 2019 - FYI
Collector – June 2019 - 13
Collector – June 2019 - 14
Collector – June 2019 - 15
Collector – June 2019 - Collection Tips
Collector – June 2019 - 17
Collector – June 2019 - Adapting to a New Environment
Collector – June 2019 - 19
Collector – June 2019 - 20
Collector – June 2019 - 21
Collector – June 2019 - Close the Revolving Door
Collector – June 2019 - “Today agencies realize this is an opportunity to help the consumer.”
Collector – June 2019 - ACA International’s 2019 Convention & Expo
Collector – June 2019 - 25
Collector – June 2019 - 26
Collector – June 2019 - 27
Collector – June 2019 - 28
Collector – June 2019 - 29
Collector – June 2019 - 30
Collector – June 2019 - 31
Collector – June 2019 - 32
Collector – June 2019 - 33
Collector – June 2019 - Calendar
Collector – June 2019 - Honor Roll
Collector – June 2019 - Education Spotlight
Collector – June 2019 - 37
Collector – June 2019 - Ask the Experts: Small Talk
Collector – June 2019 - 39
Collector – June 2019 - Growing into the Industry
Collector – June 2019 - 41
Collector – June 2019 - Exploring STIR/SHAKEN
Collector – June 2019 - 43
Collector – June 2019 - CFPB Releases Proposed Debt Collection Rule
Collector – June 2019 - 45
Collector – June 2019 - Industry Advancement Program Helps Member Defeat FDCPA Claim in Ninth Circuit
Collector – June 2019 - 47
Collector – June 2019 - ACA SearchPoint
Collector – June 2019 - Ad Index
Collector – June 2019 - Membership
Collector – June 2019 - 51
Collector – June 2019 - Last Word
Collector – June 2019 - Cover3
Collector – June 2019 - Cover4
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