Collector – August 2019 - 36

EDUCATIONSPOTLIGHT

Meet Your Certified Instructor
You recently transitioned from
compliance to client services.
What was that change like?
In my previous compliance role, I was
doing a lot of operations work so there
really wasn't much of a change. I feel that
regardless of your position in an agency,
compliance touches everything, even client
services. I've always considered everyone
I work with as my client, whether it's a
collector, a creditor or even a regulator. In
that way, the transition to my new position
was pretty seamless.

Why did you decide to become a
Certified Instructor?
I'd always wanted to do more to give back
to the association. I'd been to so many
fantastic events and seminars and I've
learned so much from ACA Certified
Instructors. I have a background in
training with two previous companies I
worked for, so I have a longtime passion

for continuous education. Actually, before
I was in collections, I worked for a sales
organization in retail, and that's where I
learned the five steps to selling-which
come from the same philosophy as the
eight steps of a collection call. I use both
all the time.

What part of being a CI do
you find the most rewarding? 
When you teach a class, not only do you
help someone else learn something new,
but as an instructor, you learn something
every single time you teach. We are in a
changing industry. When I look back at
a class I taught six months ago, there will
be parts of what we talked about that will
be different today because the landscape is
always changing. That's why you can't say,
"I already know this topic. I don't need to
learn anything else about it." You have to
be flexible and open, and ready to change
with the industry.

What's something you've seen
as a recurring source of stress
for ACA members?
I think what's most stressful is
that they don't know what they

Company:
Professional Finance
Company Inc.

don't know. They come to a class because
they want answers. They tell me it is
sometimes difficult to differentiate between
a change in business practice or a change in
the law. Our members want to do the right
thing, but sometimes because of conflicting
rules and regulations they don't know what
that is and that's frustrating.

What's the best piece of
advice you've received?
"What gets measured, gets done." This has
served me well in my business and personal
life, whether it's keeping a simple checklist
of things I need to do or using KPIs to score
collectors. Keeping track of things can help
you get better and improve.

ACA Awards:
Fellow, Scholar, Credit and
Collection Compliance Officer,
Professional Collection Specialist
and Trainer Specialist Program
designations

Title:
Regional Director of
Client Services

Name:
Terri
Plunkett
36

Years as a
Certified Instructor:

2

Number of
Seminars Taught:

10+



Collector – August 2019

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

President’s Page
Industry News
Best Practices
FYI
Collection Tips
How a background in making people laugh has helped Roger Weiss, ACA’s new president, educate and engage an industry.
No Good Option
“You’ve got to be a compliance cheerleader for the organization, and that takes a lot of energy.”
Protecting Health Care Data
Calendar
Honor Roll
Education Spotlight
ACA SearchPoint
Ad Index
Membership
Last Word
Collector – August 2019 - Cover1
Collector – August 2019 - Cover2
Collector – August 2019 - 1
Collector – August 2019 - 2
Collector – August 2019 - 3
Collector – August 2019 - 4
Collector – August 2019 - President’s Page
Collector – August 2019 - Industry News
Collector – August 2019 - 7
Collector – August 2019 - 8
Collector – August 2019 - 9
Collector – August 2019 - Best Practices
Collector – August 2019 - 11
Collector – August 2019 - FYI
Collector – August 2019 - 13
Collector – August 2019 - Collection Tips
Collector – August 2019 - 15
Collector – August 2019 - How a background in making people laugh has helped Roger Weiss, ACA’s new president, educate and engage an industry.
Collector – August 2019 - 17
Collector – August 2019 - 18
Collector – August 2019 - 19
Collector – August 2019 - 20
Collector – August 2019 - 21
Collector – August 2019 - 22
Collector – August 2019 - 23
Collector – August 2019 - No Good Option
Collector – August 2019 - 25
Collector – August 2019 - 26
Collector – August 2019 - “You’ve got to be a compliance cheerleader for the organization, and that takes a lot of energy.”
Collector – August 2019 - 28
Collector – August 2019 - 29
Collector – August 2019 - Protecting Health Care Data
Collector – August 2019 - 31
Collector – August 2019 - 32
Collector – August 2019 - 33
Collector – August 2019 - Calendar
Collector – August 2019 - Honor Roll
Collector – August 2019 - Education Spotlight
Collector – August 2019 - 37
Collector – August 2019 - 38
Collector – August 2019 - 39
Collector – August 2019 - 40
Collector – August 2019 - 41
Collector – August 2019 - 42
Collector – August 2019 - 43
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Collector – August 2019 - 45
Collector – August 2019 - 46
Collector – August 2019 - 47
Collector – August 2019 - ACA SearchPoint
Collector – August 2019 - Ad Index
Collector – August 2019 - Membership
Collector – August 2019 - 51
Collector – August 2019 - Last Word
Collector – August 2019 - Cover3
Collector – August 2019 - Cover4
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