Economic Aftershocks: Managing Risk on Your Collection Floor in 2011
Live Webinar
September 21, 2010 1pm EDT/12pm CDT
Duration: 75 minutes
Cost: $79 USD
Reserve your seat today!
The economic collapse that influenced creditors and collection agencies over the past 18 months had varying effects. More consumers (and businesses) fell behind on obligations, some for the first time ever, and many companies were forced to do more with less.
According to the latest insideARM.com Confidence Survey:
- More than 50% of agency executives reported moderate to large increases in placements during the 2nd quarter.
- 26.6% are accepting more payment arrangements (meaning the relationship with the customer will be extended as a result).
- Even though placements are on the rise, 22.9% of agencies, 19.6% of creditors, 22.2% of law firms, and 16% of debt buyers eliminated jobs in 2Q 2010.
With placements, complaints, and lawsuits on the rise, collection executives must ensure their operation is adequately prepared to weather the storm as we head into 2011. This is especially true for those companies that have cut jobs and are now being forced to do more with less.
What You will Learn in Part 2
Attend The Perfect Storm - Economic Aftershocks: Managing Risk on Your Collection Floor in 2011 right from your computer on September 21st to receive these key takeaways:
- Understand why a formal complaint system is important and the benefits it offers your collection business.
- Review complaint handling best practices and identify implementable practices that support your business philosophy and vision.
- Learn a systematic approach for implementing a formal complaint system at your agency.
- Familiarize yourself with quality assurance monitoring best practices to reduce compliance risk while increasing collections and customer service.
About the Presenters:
Jaci Minges, Training & Quality Assurance Manager, Security National Automotive Acceptance Corporation
Jaci is the Training & Quality Assurance Manager of Security National Automotive Acceptance Corporation. Jaci has been in the ARM industry for 9 years. She is responsible for training and development of new and existing employees through formal and as well as informal training methods, quality assurance and compliance throughout the call center (customer service, collections and recovery), and dialer administration. She is currently working on earning her MS.Ed. and is a member of the ACA (Creditor’s International) and the American Society of Training and Development.
John McNamara, Chief Marketing Officer, LiveVox
Chief Marketing Officer for LiveVox and director and founder of Fidelis Recovery Solutions, Inc, John McNamara is a 27-year industry veteran with experience in all phases of collection and recovery operations with intense focus on technology applications, call center optimization and compliance management.
Prior to joining LiveVox, John was COO for AMO, SVP of Operations for Nationwide Credit/ACB and VP of Operations for United Recovery Systems, LP.
John is a frequent speaker/panelist/consultant and author addressing key issues and trends in the collection industry. John was recently named to Collection Advisor magazine’s list of the Top 50 Most Influential Collection Professionals for 2006. In 2007, John was appointed Vice President and Board Member of the Georgia Collectors Association. John was inducted into the Gerson Lehrman Group GLG Leaders Program in 2008, and John is the 2009 winner of the ACA Kurt Swersky award for leadership.
John is currently Chairman of the ACA Affiliate Committee, Board Member for collector mentor and member of the ACA Technology Committee.
John is a summa cum laude graduate of Kennesaw State University with a Bachelor of Business Administration degree in Finance. Lastly, John is a long suffering Kansas City Chiefs fan and a diehard Kansas Jayhawk.
Gary Jensen, Founder & Chief Learning Officer, Skills World
Gary Jensen is the founder and chief learning officer of Skills World – a training , coaching, and consulting company which specializes in serving members of the credit and collection industry. Gary has twelve years of industry experience and is a former ACA Certified Instructor, past member of ACA’s esteemed Education Council, and former ACA National Director.
Gary is also the creator and editor of collector mentor™ – the credit and collection industry’s premier training aid for frontline industry professionals. He has appeared as a guest speaker at several industry events and his articles and advice have appeared in many of the industry’s leading publications.
This is a lesson that all collection executives must have!
Reserve your seat today and then get ready for Part 3 – The Social Media Swarm on October 26 at 1pm EDT.
Session Three Preview:
- Discussion of how social media is affecting business.
- Review of the popular social media tools and how consumers are using them to voice their frustrations.
- What strategies you can use to stay on top of the social media buzz.
