Okaloosa County BOCC — September 16, 2014 — PennCredit Proposal — reading text

collection activity. These individuals have a comprehensive, company-wide understanding of Penn Credit’s procedures and processes. This knowledge enables them to quickly and appropriately respond to inquiries. In addition to each representative's role as a primary contact for daily inquiries, they also work closely with the contract manager to ensure that client requests are promptly addressed and all follow-up actions are completed as required. Client representatives are responsible for: * Processing administrative resolutions ¢ Collection support activities Communications Penn Credit avails our clients to regular meetings with Penn Credit’s Executive Managers and senior staff, either on-site at client facilities or at Penn Credit facilities; collections and customer support personnel are also available to client representatives via regular conference calls. Additionally, Penn Credit’s executive and senior management staff—along with collections and IT support personnel and customized reporting—is available to serve our clients with portfolio management. To ensure the best efforts possible, the management team is committed to maximum training and continued educational efforts for our staff. Penn Credit maintains a management to collector ratio of 1:10. Collection management consists of the Vice President of Collections, collection managers, collection supervisors, a trainer, and an auditor. Further, Penn Credit provides its collection staff with the most up-to-date technology available. Each collector has a workstation that is fully self-sufficient and has access to electronic skip tracing tools as needed. Okaloosa County EMS RFP # EMS 63-14 Page - 13 PennGr Service ¢ Integrity * Results To provide the best results for our clients, Penn Credit will utilize all the resources of our expertise. Our management team has been essential in developing and planning our collection strategies and training programs. Our cutting edge, in-house technology program will provide secure, safe access to customized reports and programs designed specifically by our IT team. Consumers making an inquiry about their account will initially be assisted by a collection representative who will utilize information in our collection system or the assistance of their direct supervisor to obtain information necessary to satisfy the consumer’s concern. If the collector is unable to obtain adequate information, the request will be transferred to a Client Relations Representative who will utilize the County’s system (if remote access is provided) or contact the County for clarification. If a satisfactory resolution cannot be reached, the request will be processed back to Brett Templin, Client Relations Manager, who will contact the County for a conclusion. Okaloosa County EMS RFP # EMS 63-14 Page -14 Service ¢ Integrity ® Results HIRING AND TRAINING Penn Credit’s recruiting strategy begins with employment positioning within the agency. We offer competitive salaries, incentives and bonuses, and employee benefit programs to attract candidates who can build and sustain a high-performance atmosphere. Our staff is recruited through the use of local media, educational institutions, job placement organizations, employee referral programs, and through the internet. Representative Qualifications Penn Credit seeks experienced individuals, which includes the following attributes: * Must possess and demonstrate good motivation and strong communication, analytical and negotiation skills * Demonstrates assertiveness and persuasiveness * Demonstrates ability to follow instructions * Must possess at least a G.E.D. ¢ Thrives in a highly competitive environment * Demonstrates ability to follow through on tasks * Must be flexible, able to work a varying schedule * Must demonstrate knowledge of operating a PC * Must be able to read, write, and speak English fluently; multi-lingual a plus Background Checks/Drug Testing In an effort to provide our client(s} and our employees a professional and safe work place Penn Credit performs criminal background checks, 5-panel drug screening, illegal alien check with E-Verify, social security verification, and previous employment confirmation. Penn Credit currently utilizes ADP to perform background checks on all personnel. The background checks include the following: ¢ Social Security Search (Validates Social Security Number for 19 Form) ¢ State Criminal Search (via the State Police for each residence in the last 7 years) ¢ Federal Criminal Search {All convictions at federal offenses, e.g. Tax Evasion, Crimes against federal property, Drug & Weapon charges, etc.) ¢ INSTA National Criminal Search (Sex Offenders) ¢ OFAC (Terrorism, Money Laundering, Drug Trafficking, Mail Fraud, etc. Okaloosa County EMS RFP # EMS 63-14 Page -15 PennGr Service * integrity * Results Pre-Employment Testing - C.A.S.H Hiring Simulation We utilize a computer-based hiring simulation program designed specifically for collection agencies to assist with hiring decisions. The program evaluates the candidate’s ability to learn and apply procedures, active listening, developing rapport, multitasking, persuasion, problem solving, and professionalism. This has allowed us to decrease employee turnover and allows our staff to give more personalized attention to new hires during the training process. \CASH Ff Coftaction Agent Simulation for Hiring Training and Certification Training of new employees is an up-front investment and is essential to any successful collection program. Not only does the training result in higher collector success, but it also leads to greater customer service. Penn Credit takes pride in our recruiting and training practices. They are a valuable part of our success and allow us to educate staff to the highest degree of efficiency. Our highly trained management team continues to foster and develop the most effective training program through obtaining information from industry resources and observing our own collection programs in action. Penn Credit’s Collector Training Program is comprised of three main sections: 1. An initial company and collection orientation program that is five days in duration. 2. A 10-15 day live call training period under the supervision of Penn Credit’s training staff 3. On-going function training and review for collectors as well as supervisory staff. We offer a training program that includes text materials, workbooks, examinations, and practice exercises using customized collection training software. Training content is carefully arranged and organized in a logical manner, with one topic flowing into the next. The program is presented in a manner that ensures that new employees fully understand each topic before moving onto a new topic. Material not understood is reviewed and re-tested. All Penn Credit employees are thoroughly trained in federal, state, and local Jaws applicable to collection activities. Industry-specific training is provided when collectors are assigned to industry-specific projects. Each assigned collector is trained specifically in the industry collection process and to understand all terminology associated with relevant regulations and laws that govern the industry. Okaloosa County EMS RFP # EMS 63-14 Page -16 Service ¢ Integrity ° Results Experienced collectors come off the collection floor bi-monthly to attend training sessions in advanced collection techniques. If laws change or are updated, training on the changes is conducted immediately. During all training sessions, we maintain a 1 to 5 ratio of training staff to collectors. On the collection floor, we have a 1:10 ratio of managers to collectors, enabling constant monitoring of each collector’s interactions with consumers. Collector Training Program Timeline: DAY ONE - Orientation: Chapter 1 ¢ Personal and training program Introductions ¢ Overview of training program e’ What the trainee should expect * The materials to be used e Summary of the overall content of the program Chapter 2 ¢ Overview of the company ¢ Policies and procedures ¢ How the company operates ¢ Overview of departments and how they work together ¢ Introduction to the F.D.C.P.A. and its importance in collections DAY TWO - Company Specifics and the F.D.C.P.A Chapter 3 e Review of company policies and procedures Explanation of collection philosophy In depth look at state and federa! rules and regulations, including F.D.C.P.A. F.D.C.P.A. is reviewed and quizzed DAY THREE - Collection Laws Continued and System Operations Chapter 4 ¢ F.D.C.PA. test is administered e Privacy Act and all other regulatory statutes * State laws and regulations which are more stringent than the F.D.C.P.A. * Collection system: instructions and demonstrations regarding the various screens of the collection system and the purpose of each screen are given * Introduction to collection pitches/scripts Okaloosa County EMS RFP # EMS 63-14 Page -17 Service @ Integrity * Results DAY FOUR - System Operation Actions Chapter 5 ° Skip tracing: describes the various methods and techniques utilized to locate consumers ¢ Documenting data into the collection system: describes the terminology and proper procedures for recording collection efforts * Telephone techniques and etiquette e Effective communication * Communication styles * Collection system and collection letters: explains how to work through the collection files according to the “status” on the account, along with the types of collection letters available and the proper procedure for their use DAY FIVE - Telephone Operations Chapter 6 — The Art of Negotiation ¢ Instructions and practice in making opening statements to consumers with collection pitches ¢ Techniques in handling consumers — describes typical consumer reactions and how to successfully interpret these reactions to motivate the consumer to pay ¢ Common consumer response and how to reply * Procedures for telephone collection cails ¢ Talk-offs ¢ Strategies for handling consumer types — learn how to classify consumers into categories and to select the proper motivation in assisting them to pay Live Call Training Period During this 10-15 day “hands-on” segment of our training program, the trainer oversees new collectors with a monitoring headset as calls are made. If a call begins to escalate, the trainer has the ability of taking over the call. Once the call is terminated, the trainer provides appropriate coaching and recommendations to the collector. As needed, reviews of collection pitches, collection techniques, and computer/telephone operations will be conducted. New collectors also receive training regarding the specific industry they will be serving and any client-specific policies and procedures. Okaloosa County EMS RFP # EMS 63-14 Page -18 Service ¢ Integrity ° Results Specialized Training Software Penn Credit utilizes interactive, computer-based training soft ware with all our collection employees. This self-paced training software demonstrates debt-recovery scenarios by simulating inbound and outbound consumer calls, exposing our staff to the best practices of experienced collectors. This ensures that new collectors are trained in top performance standards and will be capable of maintaining them. This innovative software interface provides invaluable feedback to our collectors and also provides our managers with the requisite tools to monitor and track training performance. During the training program, we focus on creating uniformity and consistency throughout the collection floor by stressing the importance of voice qualities through tone, tempo, inflection, strategic pauses and volume: “HOW we say something is as important as WHAT we say when it comes to managing perceptions and beliefs.” Compliance Training and ACA Certification e Our Vice President of Collections is an ACA Certified Credit, Collections Compliance Officer (CCCO), and is an ACA Scholar Recipient and