Operations Control

Staff Controls:

Our collection software produces a daily activity report which records complete data on a collector's productivity and effectiveness. The activity reports are monitored by our Collections Manager. The results are compared to other collectors and historical data. We regularly run contests and incentive bonus programs. Teams of collectors and tracers are set up to handle a particular client or type of business. Training is ongoing. We minimize staff turnover by offering above average compensation, working conditions and by utilizing careful hiring practices.

Finance Controls:

  1. All cash payments are taken over the counter and recorded in a numbered receipt book, with a copy of the receipt being given to the debtor. A debtor payment slip is then made out and signed by the cashier who holds the money for deposit. A copy of the payment slip is given to the collector so that he or she can record the receipt of payment on the debtor's file.
  2. All payments are received by a cashier and receipted to the debtor and the collector. Daily deposits are matched to the receipts and collector records. Monies received after banking hours are night deposited.
  3. Mail is opened by two persons. Payment slips are also used for cheque payments. We also have a Western Union printer on site which prints cheques for electronic money transfers from debtors.
  4. Payment slips are processed daily and recorded in the bank Trust Account deposit book and posted electronically to the debtor's account. The bank is instructed to phone us with any NSF chargebacks, so that quick action may be taken.
  5. The Trust Account is balanced daily. Trust funds are paid out to clients as statements are prepared. We prepare monthly statements, and pay out in gross or net proceeds.
  6. Access to the Trust handling portion of the accounting software is restricted by password protection to authorized personnel only.

Service Controls:

Clients are each assigned one person as a contact. That person handles all communication both ways between us with an alternate person designated as back-up when the first person is unavailable. Our office hours are 8:30 a.m. to 5:00 p.m., Monday through Friday with 24 hour voice messaging for after hours contact. According to our Clients, our client services are consistently the best among agencies used.