Collector - March 2020 - 28

helped draw consumers to the company's website, which has turned
out to be vital in a time when consumers are often suspicious of a
collector's opening verification questions on outbound phone calls.
"We've made video content about our company and about our process
for verifying a consumer's identity because we found that a lot of
people were visiting our site after we weren't able to tell them what the
call was about because we couldn't identify the person we were trying
to reach," Fuernstahl said. "Now they can visit our website to learn
more about us as a company and how we have to conduct
conversations by law." Read the original Collector magazine article
here: http://bit.ly/381W6yW

TURN TRAINING INTO A GAME
Dani Brownlee, collections trainer for Trellis
Company, created a board game using compliance
questions for staff to play during training sessions.
"It's essentially a classic board game, but I developed
questions about the FDCPA and how it applies to collectors' phone
conversations with consumers," Brownlee said. "I also check in with
our quality assurance team and supervisors to see if there are any
specific compliance issues they're hearing on the calls. If they see a
trend, I'll create questions on those topics as well. Before the players
can draw a card and move their game piece, they have to answer an
FDCPA question correctly. I let them discuss each question with their
team members before responding. If they don't answer the question
correctly, I'll pause the game and talk about why they answered the
way they did. I want to help them get to the right answer." Read the
original Collector magazine article here: http://bit.ly/35Wwt0z

HELP EMPLOYEES SHINE

CREATE
EXPLAINER
VIDEOS
Stoneleigh Recovery
Associates LLC creates
videos that not only help
consumers understand
the debt collection
process, but also explain
things like how they can use the company's payment portal to
self-service. President Steven Fuernstahl says Stoneleigh's videos have

28

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 and 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 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 user-friendly model, but also trained his co-workers on it. "My
business partner and I both started our careers in the mailroom for
another company and worked our way up," said Lisa True, managing
director for Secured Resolutions. "We try to give employees the same
opportunities we had." Read the original Collector magazine article
here: http://bit.ly/2rNb4Iz

ACAINTERNATIONAL.ORG


http://www.bit.ly/381W6yW http://www.bit.ly/35Wwt0z http://www.bit.ly/2rNb4Iz http://www.ACAINTERNATIONAL.ORG

Collector - March 2020

Table of Contents for the Digital Edition of Collector - March 2020

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Collector - March 2020 - Cover2
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