Collector - March 2020 - 37

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his month we talk to Jacqueline Jemison, director of education for
Universal Fidelity LP, to learn how she makes sure new collectors are
set up for success after they leave the training nest.
The Problem: New Hires Falter
After Onboarding Wraps

ACA Achievements:
Professional Collection
Specialist, Trainer
Specialist Program,
Fellow and Scholar
designations

When I first joined my company, we had
a two-week new-hire plan: in class for
a week and then out on the floor taking
calls for a week with a trainer. After that
they were on their own. It was a very fast
program and caused a lot of new hires to
feel overwhelmed. Maybe they forgot an
important piece of information and made a
mistake or maybe they failed to meet their
goals because they didn't fully understand
something. Many new hires don't want
to ask questions for fear they will be
judged for not retaining the information.
Ultimately these fears and issues have
caused potential collection "stars" to fail
at meeting goals and/or leave the company
because they haven't received the support
needed to be successful.

The Solution: Extend Your Training
& Create a Mentor Program
I decided to lengthen the onboarding
process. The first 90 days can be critical
when it comes to new hires because they are
learning everything-systems, company
processes and who everyone is in the
company-so I created a 90-day new hire
plan to extend beyond the training room.
This helps us measure their growth while

COLLECTOR 03.20

being an avenue to give and receive feedback
from me, the trainer, at regular intervals.
Two weeks was just not enough time.
Next, I created a mentorship program
under the training umbrella, which gives
new hires an advocate for their success as
well as someone they can go to when they
have questions and not feel judged because
this person is there to guide them. It helps
them become better collectors and they feel
more like part of the company. The mentor
can help them get to know their co-workers,
plus they get knowledge that you can't get in
training because you're talking to someone
who is out there doing it every day. The
mentorship program lasts two weeks, but
they form a relationship with their mentor
that lasts much longer.
Mentor volunteers must be approved
by the operations manager, and the
opportunity can sometimes lead to
management advances for the mentor when
their supervisor sees how well they do in a
leadership role. It's a plus-plus.
These two programs working together
have kept our employees engaged and
supported. We've seen a lot of success with
it. In fact, since we started it, we haven't had
one person leave.
Reported by Anne Rosso May.

37



Collector - March 2020

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

Collector - March 2020 - Cover1
Collector - March 2020 - Cover2
Collector - March 2020 - 1
Collector - March 2020 - 2
Collector - March 2020 - 3
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Collector - March 2020 - Cover3
Collector - March 2020 - Cover4
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http://www.nxtbookMEDIA.com