Collector - March 2021 - 31

BUSINESSOPERATIONS

now have a way to be an uninvited
guest in employees' homes.
*	 Most agencies will have an employee
handbook that states there is no
expectation of privacy regarding
the work zone, but this is trickier
to communicate about and manage
for workers at home. Consult with a
professional on this topic, especially if
you have agents in multiple states.
*	 Have you addressed the risk of
losing control of sensitive data
that the agency is storing? Many
office agencies have a paperless
environment. With remote work
you must build and maintain an
environment of trust to minimize
the risk of employees jotting
down account numbers and
private information.

MAINTAINING PROFITS IN 2021
The big challenge this year may be how
to maintain profits. The panel considered
how to leverage what is going on to increase
collections and how to manage expectations
and stabilize your agency:
*	 To ensure you remain compliant, don't
abandon existing policies and procedures.
*	 Some agencies will need to further
automate their processes.
*	 Make sure you are contacting people
in the way they want. Have
you activated all methods of
communication? If not, you may be
leaving money on the table.
*	 On the other hand, avoid the tendency
to jump on shiny objects. Each method
of communication comes with risk and
compliance obligations. Because we
have nine more months to implement

Quality Management System

the new Consumer Financial
Protection Bureau debt collection
rule requirements, take sufficient time
to review the options and determine
which investments make sense for you.

" EMPATHY " IS THE THEME
WORD DURING THE PANDEMIC,
AND ALWAYS
For all of us, some days are great, some are
not. When you work with the consumer
in a friendly and professional manner to
get a debt paid, you will get further than
if you convey a negative attitude. Training
your employees to maintain this standard
of conduct is one good way to ensure your
agency does its best work.
Betsy Clarke is ACA International's
compliance analyst.

Write it.
Do it.
Check it.
Improve it.

A certification designed to:
» Form a foundation for
RFPs, licensing, regulators
and industry certifications
ACA INTERNATIONAL

BLUEPRINT
COLLECTOR 03.21

» Create efficiency
and consistency for
staff and clients

» Develop
» Make continuous
accountability to
improvements
higher standards
across all practices

Build strong business practices people trust.
Visit www.acainternational.org/education/blueprint
to learn more about certifying your company.

31


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Collector - March 2021

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