Collector - March 2020 - 26

HELP STAFF
RECOGNIZE
PHISHING
ATTEMPTS
Phishing emails
manipulate people into revealing
information about themselves or their
company that ultimately helps hackers
gain access to systems, accounts and even
physical buildings. One way to combat
this is to train staff to recognize when
they are being phished. ACA International member company State
Collection Service started using a simulated phishing attack tool
to gauge-and enhance-staff members' security savvy. Employees
were sent phishing emails that included fake package delivery
confirmation links, survey solicitations and password reset requests.
The few employees who clicked on the "scam" emails were shown
short videos on phishing and data security, with questions to answer
at the end to confirm the information was received. Today each
employee has a risk score, and Jim Warner, chief technology and
security officer, said they get better every month. Read the original
Collector magazine article here: http://bit.ly/33R4Ch2

STUDY
ACCOUNT
NOTES
Greg Ruffino,
director of
training at Williams & Fudge
Inc., believes it's just as important
to read account notes as it is
to listen to call recordings.
"If the consumer later claims
the collector did something
illegal and you need to defend
yourself against a lawsuit, this
documentation will be crucial," he said. Make sure your collectors
are taking full and accurate notes on each file. Collectors shouldn't
editorialize or make rude remarks about the consumer. The notes
should be accurate but simple. "I don't expect people to write a
novel, but I do want them to write more than three words," Ruffino
said. "One of the things I tell new hires is that basically a sixthgrader should be able to read your notes and have a general idea
of what's happened. If I can read the notes first and get a good
understanding of what happened and then listen to the call and
those things match up, then the person is doing a good job." Read
the original Collector magazine article here: http://bit.ly/2Lj3P1A

26

USE THE BUDDY SYSTEM WITH
NEW HIRES
Shari Staggs, collection manager for American
Collections Enterprise, relies on the buddy system
to help get trainees ready for the phones. Using a
Plantronics Y training cord, the new hire and an experienced collector
take calls together. "Having a buddy on the phone helps collectors feel
more confident," Staggs said. "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." Read the original
Collector magazine article here: http://bit.ly/2DTw2s5

RESPOND TO COMPLAINTS WITH
REGULATORS IN MIND
Monitoring and responding to consumer comments
made about your business online demonstrates
that you take complaints seriously and care about
resolving issues. Not only does a prompt response demonstrate to
regulators that you are being attentive to consumers, but it also helps
deescalate problems. "How often have you ended up with a lawsuit from
an unhappy consumer only to find that they sent in a CFPB or BBB
complaint previously?" asked David Williams, president of Williams
& Fudge Inc. "If you don't respond quickly, that's when you often end
up with worse issues. If consumers feel heard, they're going to be a
lot less mad at you." When writing their responses, agencies should
consider not only the reaction of the complaining consumer, but also
how regulators will view it. Each response provides an opportunity to
demonstrate the agency's approach to compliance. Read the original
Collector magazine article here: http://bit.ly/2DTw2s5

ACAINTERNATIONAL.ORG


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Collector - March 2020

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