Collector – June 2019 - 38

BUSINESSOPERATIONS

Ask the Experts:
Small Talk
We asked three ACA International award winners
to tell us how they explain their work to people
outside of our industry.

How Do You
Describe Your Job?
JEFF DIMATTEO, president of
American Profit Recovery. Winner of
ACA's 2018 All-In Award.
"I tell them: We're a collection
agency, plain and simple. [Insert
uncomfortable look.] But we try to act
as a mediator between a business and a
consumer to resolve a legitimate pastdue debt. We understand that no two situations are alike and
many people face financial challenges at some point in their
life. We get involved to help both parties with respect and
dignity, so at the end of the day both parties feel like we helped
and they can continue in a business relationship."

JAY E. GONSALVES, president
of Action Collection Agencies Inc.
Winner of ACA's 2018 All-In Award.
"I don't use euphemisms. When people
ask, I tell them I own a collection
agency. Sure, every once in a while
someone will say, 'I hope you don't
have my name in your files,' but most
of the time people understand the importance of what we do
in a credit-based economy. I talk to a lot of small-business
owners who tell me that their business has been hurt by
customers who don't pay for goods or services. They depend on
people to meet their financial obligations, so they appreciate
what we do because it's so necessary to their survival."

38

LADONNA BOHLING,
chief compliance officer, Contract
Callers Inc. Winner of ACA's 2018
Fred Kirschner Instructor
Achievement Award.
"When asked about my work,
responding with 'I am a debt collector'
is an immediate turn off. I have found
that approaching the subject from a creditor-value perspective
encourages conversation, so I typically start with, 'I work
with creditors helping them recover past due or charged off
accounts so they can keep costs down and meet their business
goals.' I usually follow with stats on the value of our industry
to a credit-based economy."
 

PICTURE YOURSELF
ON THIS PAGE
Learn more about ACA International's
member awards program at
www.acainternational.org/
education/member-awards.

ACAINTERNATIONAL.ORG


https://www.acainternational.org/education/member-awards http://www.ACAINTERNATIONAL.ORG

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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