Collector – September 2019 - 9

FIRST-PERSON

ACA Member Obituary

D

allas S. Bunton Sr., 69, of
Chattanooga, Tennessee, died July
3, 2019.
Bunton, IFCCE, MCE, a revered ACA
International member, was chairman and
CEO of North American Credit Services Inc.
in Chattanooga. He was a longtime ACA
Certified Instructor honored with multiple
association awards, including the Education
Foundation Fellow Award (2000, 2010, 2015),
Fred Kirschner Instructor Achievement
Award and Harry Strausser Jr. ACPAC
Ambassador Award.
In addition to providing hundreds of jobs
to collections professionals, Bunton shared
his knowledge, expertise and experience with
ACA through participation on the Consumer
Financial Protection Bureau Interest Group,
Special Committee on Governance, ACA
Education Committee and ACPAC Committee.
According to his obituary, Bunton came
from very humble beginnings in Graham,
North Carolina, and only completed the 10th
grade before enlisting in the U.S. Army. He
served as a staff sergeant from 1966 to 1975
and was stationed in the Demilitarized Zone
in Korea. In 1981, he took over leadership of
North American Credit Services. In the early
1990s, he purchased NACS from AdventHealth
and opened Medical Services Inc.; both
organizations provide revenue management
services to the health care industry.

COLLECTOR 09.19

Under his leadership, NACS received the
American Cancer Society's Corporate Impact
Award: Excellence in Cancer Control and was
known to participate in community events
such as "National Go Red Day," which aimed
to increase awareness of heart disease and the
American Heart Association's mission.
Bunton was a caring leader, recognized for
his giving, thoughtful spirit. Just last year, he was
quoted in Collector magazine as part of its "Why
I" column spotlighting excellence in collections
leadership. Here is Bunton's response to a
question concerning weekend office work:
"I have always considered it my job not just to
serve my clients, but also to help and serve the
consumers. As a Seventh Day Adventist, I have
always closed my offices Friday evening at 5
p.m. and reopened on Monday morning. If I am
closed Saturday, I believe people have a right as
well to not have to work on Sunday. Our clients
are all faith-based except for a few, and this goes
along with their culture as well.
"I have operated this way since 1973 when I
first started collecting bad checks in Oklahoma.
It has never hurt our collections. We do not fall
behind our competitors. Our team works hard
from 8 a.m. EST with split shifts to 7:30 p.m.
Monday through Thursday. I believe it's good
for our employees and is a steppingstone in their
training. It helps them understand that while
we must meet our client's needs, we still can be
considerate and have a positive influence when
dealing with consumers as we work through
their health care debt."
Bunton is survived by his wife and love of his
life for over 50 years, Beverly Jean Bunton; his
children Dallas Bunton Jr. (Cyndi), Dawn Renee
Bunton, Dusty Vigil (James) and Darin Bunton;
his sisters Judy Aubrey, Jayne Page (Bennie),
Jackie Younts (Mark), Geraldine Jordan
(Howard), Marilyn Porthrys, and Tammy
Rohrer (Rich); his brother Bud Mansfield; Lee
Jones; his grandchildren Dallas Bunton III,
Kenny Bunton, Joseph Bunton, Dustin Bunton,
Caleb Bunton, Bryson Bunton, Brayden and
Addison Hilton, Maria Vigil, Naomi Bunton,
Jasmin Bunton, Kaia Bunton; and great
granddaughter Dallas Rose Bunton.

... USE THE
BUDDY SYSTEM
We assign new hires an
onboarding buddy after they
complete their initial training. We
use a Plantronics Y training cord
so the collector and a manager
are on calls together. Having
a buddy on the phone helps
collectors feel more confident.
Not only can the manager remind
them to do certain things, but
the new hire also gets to watch
experienced collectors maneuver
through our system in real
time. They see things like what
windows collectors use and
how to properly document an
account while a call is going on,
so they can better understand the
precepts of typing and talking. We
use scripts for almost everything,
but buddy cording shows
collectors how to use our scripts
as part of a natural conversation
instead of sounding robotic.
We started this with our new
hires, but it was so successful we
expanded it to include established
collectors. Even the most
experienced collectors sometimes
have a brain freeze and don't
know what to say. When they
are buddy-cording, they can just
push a button and the manager
takes over; they don't have to
put the consumer on hold. Then
the collector can hear how the
manager closes out the call.
-Shari Staggs, collection manager,
American Collections Enterprise

9



Collector – September 2019

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

Ask the Experts: Raising the Bar
Staying on Track
Work Ethic From the Ground Up
Calling Concerns
Robo-Dispute Purveyors Found Guilty of Fraud
Upfront
Industry News
Best Practices
FYI
Collection Tips
Calendar
Honor Roll
Education Spotlight
ACA SearchPoint
Ad Index
Membership
Last Word
Meet ACA’s 2019/20 Board of Directors
Collector – September 2019 - Cover1
Collector – September 2019 - Cover2
Collector – September 2019 - 1
Collector – September 2019 - 2
Collector – September 2019 - 3
Collector – September 2019 - Upfront
Collector – September 2019 - 5
Collector – September 2019 - Industry News
Collector – September 2019 - 7
Collector – September 2019 - 8
Collector – September 2019 - 9
Collector – September 2019 - 10
Collector – September 2019 - 11
Collector – September 2019 - Best Practices
Collector – September 2019 - 13
Collector – September 2019 - FYI
Collector – September 2019 - 15
Collector – September 2019 - Collection Tips
Collector – September 2019 - 17
Collector – September 2019 - 18
Collector – September 2019 - 19
Collector – September 2019 - 20
Collector – September 2019 - 21
Collector – September 2019 - 22
Collector – September 2019 - 23
Collector – September 2019 - 24
Collector – September 2019 - 25
Collector – September 2019 - Meet ACA’s 2019/20 Board of Directors
Collector – September 2019 - 27
Collector – September 2019 - 28
Collector – September 2019 - 29
Collector – September 2019 - 30
Collector – September 2019 - 31
Collector – September 2019 - 32
Collector – September 2019 - 33
Collector – September 2019 - 34
Collector – September 2019 - 35
Collector – September 2019 - 36
Collector – September 2019 - 37
Collector – September 2019 - Calendar
Collector – September 2019 - Honor Roll
Collector – September 2019 - Education Spotlight
Collector – September 2019 - 41
Collector – September 2019 - Ask the Experts: Raising the Bar
Collector – September 2019 - 43
Collector – September 2019 - Staying on Track
Collector – September 2019 - 45
Collector – September 2019 - Work Ethic From the Ground Up
Collector – September 2019 - 47
Collector – September 2019 - Calling Concerns
Collector – September 2019 - 49
Collector – September 2019 - Robo-Dispute Purveyors Found Guilty of Fraud
Collector – September 2019 - 51
Collector – September 2019 - ACA SearchPoint
Collector – September 2019 - Ad Index
Collector – September 2019 - Membership
Collector – September 2019 - 55
Collector – September 2019 - Last Word
Collector – September 2019 - Cover3
Collector – September 2019 - Cover4
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