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Creating the Ideal Collection Environment

Creating the Ideal Collection Environment. May 4, 2010 | Craig Nielson. Government agencies: Getting it done. “Aggressive scheduling and follow-up of the current fines and costs has directly resulted in enforced collection of an additional 400% of the costs associated with the SA FCU.”

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Creating the Ideal Collection Environment

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  1. Creating the Ideal Collection Environment May 4, 2010 | Craig Nielson

  2. Government agencies: Getting it done “Aggressive scheduling and follow-up of the current fines and costs has directly resulted in enforced collection of an additional 400% of the costs associated with the SA FCU.” - State’s Attorney, Illinois “Collection software has helped us streamline our processes, hold defendants accountable and consistently surpass our collection objectives.” - Clerk of Court, Florida “Increased collections by 60%. $4.2 million increase. Time to Payment in Full - 34.8 reduced to 6 months.” - County Clerk, Texas

  3. Customer Service vs. Collections

  4. HELPING the Debtor get this done The 4 C’s of Enforcing/Collecting Judgments onsistent procedures promptly applied in every case must include: ontact with the debtor immediately – followed by: onsequences for the debtor who fails to pay. These C’s provide: ompliance, which is the goal of enforcement. C C C C

  5. Collections Workflow Management Data Cleansing, Case Matching ACCOUNT ENTRY (auto or manual) Your Collections Process Staff Work Lists Activity & Results Resolve, Legal, Forward CLOSURE Correspondence & Phone Contact Daily Monitoring & Follow-up Consistency + Contact + Consequences = Compliance

  6. Support your Activities with Automation Inbound Accounts (Updates) Predictive Dialer 1. Case Consolidation Views into Database 2. Automated Workflow Scoring and Analytics 3. Correspondence Outside Collection Agencies Payments Referrals Updates Automated Collection Software 4. Work Lists 5. Payment Plans Governmental Data Transfer Payment Intercept/Offset DMV EDD Financial Transactions 6. Reporting Outbound Data 7. Data Vendors

  7. Who Works the Account?

  8. Assignment Methodology • Age of obligation • Account type • Dollar value • Worker Type/Responsibility • Volume of cases/account • Available resources • Legal requirements • Collections history

  9. Contacting Methods • Onsite • Correspondence • Outbound Calling • Automated/Predictive Dialing • Field Collections • Email • Text

  10. Where do I pay? • Onsite at the counter • Mail • Online portal • With staff over the phone • IVR • Payment/installment plan

  11. We’ll take your money! • Cash • Check • Money order • Debit • Credit cards • Electronic funds transfer

  12. How Long Do We Work Them?

  13. Collections Lifecycle

  14. Can’t find the debtor?

  15. External Data Sources • Credit bureaus • Skip tracing • NCOA • Other government entities - DMV, EDD, police

  16. No response? Take it up a notch!

  17. More Proactive/Assertive Measures • Collection fees • Imposition of Interest • Penalties • Refund/payment intercept/offset • Withholding of benefits • Liens, levies and garnishment • Seizure • Warrant, arrest or incarceration

  18. How Are We Performing?

  19. Thank You! Please take a moment to complete your session survey.

  20. Collect In-House vs. Outsource • When • Cost • For how long • Single or multiple agencies • Volume

  21. Thank You! Craig NielsonPhone:  360.260.5730 Cell:     360.903.3379Email: craig.nielson@revq.com

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