This course thoroughly explores collection agency management, covering key concepts and practical applications. Beginning with assessing current practices and strategic planning using historical data, participants learn to set goals, understand final bill collections, and navigate agency tiers.
The course delves into advanced topics, including working with middleware software, cost justification, agency recruitment, and contract design with legal considerations. Advanced strategies cover account segmentation, optimal placement timing, and managing account characteristics for efficiency and compliance.
Exploring advanced agency tiers, participants optimize Early-Out programs, manage Primary, Secondary, and Tertiary tiers, and delve into later-stage programs like Sonar. The Champion-Challenger Process is introduced for effective agency management, emphasizing consistent reporting and performance incentives.
The course concludes with a focus on critical metrics, agency audits, and continuous improvement. Participants analyze performance indicators, explore net liquidation possibilities, and understand on-site and remote audits for compliance.
Class size is limited to encourage participation and increased collaboration. Register early to secure your spot!
Two days, with a 4-hour session each day
Wednesday, April 10, 2024
10:30 am to 3:30 pm EST
Wednesday, April 17, 2024
10:30 am to 3:30 pm EST
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.
This course equips students with practical skills in collection agency management, covering fundamental principles and advanced strategies for effective and efficient operations.
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.
These outcomes collectively equip participants with comprehensive knowledge and practical skills to optimize collection efforts, fostering success in the dynamic debt collection landscape.
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.
Utility company team discounts:
For further assistance or inquiries, please don't hesitate to reach out to us at 843-277-1620.