Learning Outcomes
After finishing this online course, participants will fully grasp collection agency management principles. They will be equipped with a range of skills and knowledge necessary for navigating the complex world of debt collection. The comprehensive curriculum will provide learners with insights into foundational concepts, analytical abilities, strategic planning techniques, and practical skills needed to optimize collection efforts and drive organizational success in the constantly evolving and demanding realm of debt recovery.
- Evaluation and Analysis Skills: Assess and analyze current collection practices, identifying areas for improvement.
- Goal Setting: Acquire the ability to set realistic short-, medium--, and long-term goals for effective collection management.
- Program Selection Strategies: Evaluate in-house vs. outsourced collection programs for suitable approaches.
- Effective Collections Strategies: Craft and implement effective final bill collection strategies.
- Tiered Collection Systems: Understand how to optimize tiered collection systems for enhanced efficiency.
- Middleware Software Collaboration: Explore middleware software’s role and collaborate effectively.
- RFP Development: Acquire skills to create clear and comprehensive Request for Proposals (RFPs).
- Advanced Placement Strategies: Implement advanced segmentation strategies for optimal account placements.
- Champion-Challenger Process: Learn the Champion-Challenger Process for optimizing agency relationships.
- Critical Metrics Analysis: Acquire the ability to analyze key performance indicators (KPIs) for performance assessment.
- Audit Skills: Learn to conduct on-site and remote audits for continuous improvement and risk mitigation.
This course equips students with practical skills in collection agency management, covering fundamental principles and advanced strategies for effective and efficient operations.
Who Should Attend
Upon completing the online course, participants will emerge with a deep understanding of collection agency management principles, equipped with diverse skills and knowledge essential for navigating the intricate landscape of debt collection and collection agency management.
- Collection Managers in Utility Companies: Individuals overseeing debt collection teams within utility companies, aiming to enhance their leadership skills and optimize collection strategies.
- Analysts and Evaluators: Professionals responsible for assessing and analyzing current collection practices in utility billing, seeking to improve efficiency and effectiveness.
- Strategic Planners: Decision-makers involved in strategic planning within utility organizations, looking to leverage historical data for more informed decisions in collection management.
- Program Managers and Analysts: Those tasked with developing, mapping, and assessing collection programs specific to utility billing, aiming to optimize existing processes.
- Procurement and Contracting Professionals: Individuals responsible for evaluating and selecting in-house or outsourced collection programs in utility companies, wanting to make well-informed decisions.
- Legal and Compliance Personnel: Professionals ensuring legal compliance in utility billing processes, including designing contracts that protect organizational interests.
- Technology Collaborators: Individuals interested in understanding the role of middleware software in utility billing and collaborating effectively in its implementation.
- Sourcing and RFP Developers: Professionals creating clear and comprehensive Request for Proposals (RFPs) specific to debt collection in the utility sector.
- Strategy Implementers: Those looking to implement advanced segmentation, placement, and liquidation strategies for optimal debt collection outcomes in the utility context.
- Audit and Compliance Officers: Individuals responsible for conducting on-site and remote audits, aiming for continuous improvement and risk mitigation in utility billing and debt collection.
These outcomes collectively equip participants with comprehensive knowledge and practical skills to optimize collection efforts, fostering success in the dynamic debt collection landscape.
Instructor
Joe Duggan
Manager, Credit & Collections at Consolidated Edison
Joseph “Joe” Duggan is a seasoned professional currently serving as the Manager of Credit and Collections at Consolidated Edison, a leading investor-owned utility based in New York. With over 25 years of dedicated service to the company, Joe has established himself as a versatile and highly skilled individual in various roles.
Consolidated Edison caters to approximately 3.3 million customers, providing essential electric and gas services to around 1.1 million in New York City and Westchester County, NY. The company also delivers steam services in specific areas of Manhattan.
Joe’s journey at ConEd began with roles that included serving as a clerk in Customer Operations, a Meter Reader in Field Operations, a Turn-off and Turn-On Technician, and a Collector. His diverse experiences have given him a comprehensive understanding of the utility industry’s intricacies.
For the past quarter-century, Joe has been an integral part of central credit and collections, where he meticulously ensures adherence to the rules set forth by the Public Service Commission of New York State and Federal Regulations governing the collection of overdue bills. As the company’s subject matter expert on interpreting these rules and regulations, Joe plays a crucial role in maintaining compliance and upholding the highest standards in credit and collections practices.
Beyond his regulatory responsibilities, Joe spearheads process improvements within the credit and collections domain. His strategic initiatives contribute to enhancing operational efficiency and customer satisfaction. He also collaborates with external vendors, strategically selecting and overseeing their contributions to support the company’s efforts in reducing outstanding receivables.
Moreover, Joe proactively ensures compliance with the Telephone Consumer Protection Act (TCPA) regulations, further underscoring his commitment to ethical and lawful practices in credit and collections.
With a wealth of experience, a proven record of accomplishment, and a commitment to excellence, Joe Duggan plays a pivotal role in Consolidated Edison’s success in the utility sector’s essential realm of credit and collections.
Joe Duggan