Collector - April 2020 - 38

BUSINESSOPERATIONS

Ask the Experts:
Great Expectations
We asked three ACA International award winners
to share how they help new hires connect with their
organizational culture.

How do you help new
employees understand your
company culture?
BRIAN WATKINS, president,
Southern Oregon Credit Service Inc.
Winner of ACA's 2019 Fred Kirschner
Instructor Achievement Award.
"It starts in the interview, where we
ask candidates questions about work
standards and what they know about
the collection industry, including if
they have had any personal experiences with it-good or bad.
They go through two interviews with different people so we
can gauge them from different perspectives, and we always get
an Omnia personality profile on them. Since adding this piece
to our hiring process, we've been more successful in getting
candidates that 'fit' our company. Within two weeks of hiring,
I meet with them one-on-one and discuss the history of the
company, our core values and our mission and what it means
to every person in the company."

DICK WILLIAMS, director of
compliance and development, Advanced
Recovery Systems Inc. Winner of ACA's
2019 Unit Leader of the Year Award.
"It's essential to give new employees
a path to understand the collection
industry and our company's
expectations. Since many hires are
new to the industry, they are required to read our employee
handbook and policies and procedures manuals during
orientation. We also leverage our use of industry vendors to
continue training. For example, we use KnowledgeSource to

38

ask them basic regulatory questions as well as those customized
for our specific operations and client needs. We use Knowbe4
to do cybersecurity training for our entire office. We issue the
training on schedules and monitor their performance. While
these are only a small part of building a culture, they do help
employees feel secure."

IRENE HOHEUSLE, vice president of
collections and education, Account Recovery
Specialists Inc. Winner of ACA's 2019 Fred
Kirschner Instructor Achievement Award.
"I like to point out to new hires that
our company mission statement never
mentions anything about collecting
money. It's all about treating people with
respect and dignity-being ethical. Also, I try to set high standards
of behavior for myself to show what I expect from my staff. Leading
by example is an important way to create a culture that others will
want to be a part of. For instance, be fair in your decisions. I'm a
leader who will always try to say 'yes' to an employee's request. The
staff understands that if I can do something for them, I will. This is
extremely helpful when my answer is 'no.' They know I would not
turn them down without good reason."

ACAINTERNATIONAL.ORG


http://www.ACAINTERNATIONAL.ORG

Collector - April 2020

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

Collector - April 2020 - Cover1
Collector - April 2020 - Cover2
Collector - April 2020 - 1
Collector - April 2020 - 2
Collector - April 2020 - 3
Collector - April 2020 - 4
Collector - April 2020 - 5
Collector - April 2020 - 6
Collector - April 2020 - 7
Collector - April 2020 - 8
Collector - April 2020 - 9
Collector - April 2020 - 10
Collector - April 2020 - 11
Collector - April 2020 - 12
Collector - April 2020 - 13
Collector - April 2020 - 14
Collector - April 2020 - 15
Collector - April 2020 - 16
Collector - April 2020 - 17
Collector - April 2020 - 18
Collector - April 2020 - 19
Collector - April 2020 - 20
Collector - April 2020 - 21
Collector - April 2020 - 22
Collector - April 2020 - 23
Collector - April 2020 - 24
Collector - April 2020 - 25
Collector - April 2020 - 26
Collector - April 2020 - 27
Collector - April 2020 - 28
Collector - April 2020 - 29
Collector - April 2020 - 30
Collector - April 2020 - 31
Collector - April 2020 - 32
Collector - April 2020 - 33
Collector - April 2020 - 34
Collector - April 2020 - 35
Collector - April 2020 - 36
Collector - April 2020 - 37
Collector - April 2020 - 38
Collector - April 2020 - 39
Collector - April 2020 - 40
Collector - April 2020 - 41
Collector - April 2020 - 42
Collector - April 2020 - 43
Collector - April 2020 - 44
Collector - April 2020 - 45
Collector - April 2020 - 46
Collector - April 2020 - 47
Collector - April 2020 - 48
Collector - April 2020 - Cover3
Collector - April 2020 - Cover4
http://online.collector.com/collectormagazine/202007
http://online.collector.com/collectormagazine/202006
http://online.collector.com/collectormagazine/202005
http://online.collector.com/collectormagazine/202004
http://online.collector.com/collectormagazine/202003
http://online.collector.com/collectormagazine/202002
http://online.collector.com/collectormagazine/202001
http://online.collector.com/collectormagazine/201912
http://online.collector.com/collectormagazine/201911
http://online.collector.com/collectormagazine/201910/
http://online.collector.com/collectormagazine/201909/
http://online.collector.com/collectormagazine/201908/
http://online.collector.com/collectormagazine/201907/
http://online.collector.com/collectormagazine/201906/
http://online.collector.com/collectormagazine/201905/
http://online.collector.com/collectormagazine/201904/
http://online.collector.com/collectormagazine/201903/
http://online.collector.com/collectormagazine/201902/
http://online.collector.com/collectormagazine/201901/
http://online.collector.com/collectormagazine/201812/
http://online.collector.com/collectormagazine/201811/
http://online.collector.com/collectormagazine/201810/
http://online.collector.com/collectormagazine/201809/
http://online.collector.com/collectormagazine/201808/
http://online.collector.com/collectormagazine/201807/
http://online.collector.com/collectormagazine/201806/
http://online.collector.com/collectormagazine/201805/
http://online.collector.com/collectormagazine/201804/
http://online.collector.com/collectormagazine/201803/
http://online.collector.com/collectormagazine/201802/
http://online.collector.com/collectormagazine/201801/
http://online.collector.com/collectormagazine/201712/
http://online.collector.com/collectormagazine/201711/
http://online.collector.com/collectormagazine/201710/
http://online.collector.com/collectormagazine/201709/
http://online.collector.com/collectormagazine/201708/
http://online.collector.com/collectormagazine/201707/
http://online.collector.com/collectormagazine/201706/
http://online.collector.com/collectormagazine/201705/
http://online.collector.com/collectormagazine/201704/
http://online.collector.com/collectormagazine/201703/
http://online.collector.com/collectormagazine/201702/
http://online.collector.com/collectormagazine/201701/
http://online.collector.com/collectormagazine/201612/
http://online.collector.com/collectormagazine/201611/
http://online.collector.com/collectormagazine/201610/
http://online.collector.com/collectormagazine/201609/
http://online.collector.com/collectormagazine/201608/
http://online.collector.com/collectormagazine/201607/
http://online.collector.com/collectormagazine/201606/
http://online.collector.com/collectormagazine/201605/
http://online.collector.com/collectormagazine/201604/
http://online.collector.com/collectormagazine/201603/
http://online.collector.com/collectormagazine/201602/
http://online.collector.com/collectormagazine/201601/
http://online.collector.com/collectormagazine/201512/
http://online.collector.com/collectormagazine/201511/
http://online.collector.com/collectormagazine/201510/
http://online.collector.com/collectormagazine/201509/
http://online.collector.com/collectormagazine/201508/
http://online.collector.com/collectormagazine/201507/
https://www.nxtbookmedia.com