Geographic Area Covered: All
of the United States.
List
Offices: Houston,
18,000 square feet, room to facilitate 175 employees.
Years
Experience: Over
75 collective years.
Monthly
dollar volume of accounts handled: Unlimited.
MEMBERSHIP
Members
in Good Standing with the American
Collectors Association, Debt
Buyers' Association & the ACA’s Healthcare
Services Program.
ASSIGNMENT
OF ACCOUNTS TO COLLECTORS
Typical
collector /account ratio: * Primes:
150 accounts per file, Seconds: 500-600 per
file.
What
is the minimum file size necessary to dedicate a
full-time collector to a specific client? * 300
accounts, depending on balance size.
Do
front-line collectors handle partial payment
arrangements or is this a clerical function?Front-line
collectors set up the arrangements, and the pay
desk collectors follow up on the arrangements,
with consistent telephone prompting and letters.
Do
you use form letters? * Yes.
What
are the various stages in the letter series? * First
notice to debtor, letter to confirm promise,
final demand letter, partial payment letter or
settlement letter, if applicable.
How
are letters generated?* By
computer.
Do
state and federal authority approve the letters?
* Yes.
How
does the manager evaluate collection quality? * By
the use of monitoring, cameras, telephone
monitoring devices and production reports.
COLLECTION
STAFF
Do
you set goals or budgets for your collectors? * Yes.
How
are they determined? * By
historical data and similar business requirements.
How
many collectors FTE are employed? *
120.
Collectors
Hours: * We
work 6 days a week: Mon-Thurs., 8:00am - 8:00pm,
Fri., 8:00am - 12:00pm and every Saturday.
OTHER
BUSINESS
What
business areas do your clients represent? * Medical,
Retail, Bank, Commercial and Utilities.
Do
you have 3rd and 4th placement clients? * Yes.
What
file segments do you wish to service (Primary,
Secondary, Tertiary, etc)?
* Any or All.
SECURITY
AND PRIVACY PROTECTION
What
collection system and software does ADC utilize? *
6 Strata-Soft predictive dialers; 96 stations; 120
lines; 4 MRG dialers.
How
many workstations are available? * Approx.
150 workstations. What
is the make and model of these workstations? *
Clone Systems or Dell PCs, which range from 150mhz
to 4ghz. Describe
the Communications System. *NEC 704i telephone
system (150 stations).
Are
you capable of transferring electronic funds? * Yes.
CANCEL
AND RETURN (BY CLIENT)
When
do you deem an account uncollectible? * After
all skip-tracing and phone calls are exhausted,
all PPA efforts are exhausted, as well as final
management considerations.
How
long do you take to return an account? * After
the client notifies us.
How
often do you purge files? * Monthly.
Skip
tracing done in-house? * Yes,
as well as outsourced.
GENERAL
COLLECTION PRACTICES
Preparation
preceding first call: NCOA
processing, “near-bys” obtained, same last
names, exact phone matches and social security
searches.
Outline
of steps in our standard collection process and
time frames related to the various steps: We
are a telephone-oriented company. We feel that
letters are weak, one-way forms of communication.
Therefore letters are only sent to advise the
debtor of the debt, to enforce a promise, or as
part of our regular letter series. We believe in
telephone collections!We contact the debtor immediately if
possible (within two working days after the
collector receives).If no contact is possible, we skip-trace
the debtor. If contact is made, but no promise, we
call again at least three or four times a month.
ARRANGEMENTS
What
are the basic criteria for arrangements? * Our
philosophy is first contact: balance in full;
then best possible arrangements.
SPECIAL
REQUESTS
During
the interview stages, please be advised any
other documented legal paperwork will be
supplied upon request.
If
you are a consumer with an account placed in our office for
collection this is an attempt to collect a debt and any
information obtained will be used for that purpose.
