Collector - May 2020 - 32

EDUCATIONSPOTLIGHT

Meet Your Certified Instructor
Why did you decide to become a
Certified Instructor?

Because the collection industry is
continually changing, I find that the people
who attend my classes are looking to increase
their knowledge of compliance best practices.
I've experienced many of the same challenges
that they face every day, which helps me form
an immediate connection to the audience.

My company's commitment to continuous
education was the main reason I decided
to become a Certified Instructor. Mark
Davitt, ConServe's owner and CEO, was
also a CI and encouraged me to embrace
this opportunity. I've been at ConServe for
27 years and I've always held a compliance
role. My goal is to learn something new
every day. Becoming a CI was a natural
progression to expand my knowledge and
skill set as a trainer and educator. It's been
a fantastic experience, and I continue to
learn new training techniques and practices
through my CI colleagues.

What kind of feedback do you hear
from participants that makes you
feel the class was a success?
My goal is to have each attendee take away
at least one new best practice or idea that
they can immediately implement at their
organization, and to communicate the
training in a way that is fun and engaging
and that invites open discussion.
ACA classes provide tremendous value to
our members by focusing on compliance and
ethics. I believe that this ultimately prepares
our industry leaders-the trainers-to
deliver exemplary service in a consistent,
compliant and professional manner.

What are ACA members looking for
in the seminars you teach?
Since I primarily teach compliance courses,
the members who attend my seminars are
typically other compliance professionals
who hold a similar role/position within
their organization that I myself have held.

Have you run into any challenges?
I primarily teach online courses for ACA,
because online has allowed me to continue to
commit my time to ACA as well as balance
my personal time (which includes a new
baby). The biggest challenge-and it's one
I embrace-is that you can't see someone's

body language when you are teaching
remotely and you can't hear their voice.
You rely on chat and polling to gauge how
well they are absorbing the information.
I've often noticed that at the beginning of a
class, attendees will be shy and not chime
in. My favorite classes are when they are
interactive and people ask questions and
share best practices. I rely on my energy and
enthusiasm to engage the audience.

How do your CI skills translate to
your job?
I'm responsible for operational compliance,
including quality assurance. I spent many
years doing employee training, and now
my focus is mainly on training current and
prospective clients. My CI skills have helped
me provide our employees and clients with
education and guidance that allow them to
be successful.
I am committed not only to imparting a
mindset of compliance to each employee,
but also to reinforcing a comprehensive
"culture of compliance" throughout the
entire organization on an ongoing basis.
My CI skills support my focus on lifelong
learning, continuous education, positive
reinforcement and leading by example.

Company:
ConServe

Number of
Seminars Taught:

71

Title:
Vice President,
Compliance and
Privacy Officer

Name:

32

Pamela
Murphy

Years as a
Certified Instructor:

17



Collector - May 2020

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