What You Will Learn
Participants will leave with the ability to:
- Evaluate agency performance using relevant KPIs and reporting.
- Structure agency scorecards aligned to collections strategy.
- Apply segmentation across the delinquency lifecycle to improve outcomes.
- Identify underperforming vendors and take corrective action.
- Strengthen oversight, accountability, and compliance.
- Translate performance insights into targeted actions that improve recovery and reduce write-offs.
Ready to Improve Collection Agency Performance?
Join utility credit and collections professionals for a focused, practical session designed to strengthen vendor management and drive measurable results.
Who Should Attend
This course is ideal for:
- Credit and Collections Managers responsible for agency performance, delinquency, and recovery outcomes
- Vendor Managers overseeing external collection agencies and performance accountability.
- Analysts and reporting specialists supporting KPI tracking and agency scorecards.
- Operations managers focused on improving recovery performance and reducing write-offs.
- Utility leaders for collections strategy and performance outcomes.
- Risk and compliance professionals supporting policy, segmentation, and performance monitoring.
Participants gain actionable skills and proven frameworks to optimize agency partnerships, accelerate recoveries, and drive measurable improvements in collections results.
Instructor
Joe Duggan
Manager, Credit & Collections at Consolidated Edison
Joe leverages more than 25 years of leadership in utility credit and collections at Consolidated Edison, a company serving about 3.3 million New York customers.
He drives agency management, shapes collections strategy, and ensures regulatory compliance, taking direct responsibility for improving recovery performance and reducing customer arrears.
With extensive experience in vendor selection, performance management, and program design, Joe is recognized as a subject matter expert in Public Service Commission regulations and compliance requirements.
He strengthens collections operations, increases efficiency, and delivers measurable results through structured agency programs.
Joe Duggan