Audio Conference -- Maintaining a Culture of Member Service in the Collection Process

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2010 AUDIO CONFERENCES

Maintaining a Culture of Member Service in the Collection Process

May 25, 2010
2:00–3:00 p.m. Central Time
(3:00–4:00 p.m. EDT, 1:00–2:00 p.m. MDT, 12:00–1:00 p.m. PDT — Confirm the relative time in your area by visiting www.time.gov)
Tuition: $89 for the live audio conference (includes live and 6 months access to the archive)

Call-in Procedure

A dynamic that complicates the collection role in any credit union is the culture of customers that are labeled members and treated like family. Recovering delinquent loan payments is a challenge in any industry but especially so for credit union collection specialists.

Through this audio, you will examine the role of today's collector and focus on successful recovery strategies that keep the member service attitude in mind. This audio will serve as a valuable tool for the novice collector and an enhancement to any seasoned recovery experts ongoing learning experience!

Through this audio, you will:

Learn how to orchestrate an empathic environment in the collection process
Gain the tools to develop effective phone and mail communications
Determine when a member is stalling versus objecting
Understand how to deal with difficult, uncooperative members

Who should attend
This audio conference is beneficial for collectors, collection staff, or anyone at your credit union who works in the collection department and is responsible for collecting.

Is a recording available for purchase?
Yes, you can share the information with other staff by ordering a recording of the audio conference (even if you couldn't attend the live call). Archives will be available within 24 hours of the live audio. Click here to register for the archived version. INSTRUCTORS
Harry Strausser, III
Harry is president of the Remit Corporation and Interact Training and Development where he oversees the operation of a full-service collection agency and coordinates the training programs of its educational subsidiary. Harry is active in both the Pennsylvania Collectors Association and ACA International in which he is a certified instructor. He has instructed more than 150 seminars for the ACA. At the 1993 International Conference in San Antonio, he was named "instructor of the year" for that organization and is a member of the International Fellowship of Certified Collection Executives. In January 1998 he was the recipient of the Kurt Swersky Innovative Leadership Award at the Leadership Forum of the American Collectors Association held at Snowmass, CO. He was a founding board member of the Northeast Pennsylvania Chapter of the International Credit Association. He currently serves on the ACA International Executive Committee as Treasurer.

Affiliation with CUNA/League is required for attendance.

How many people from my credit union can call in?
Each registration provides call access for one phone line or person. While the audio conference can be listened to by several people at once (in a conference room, for example), the registered individual is the only person who will receive transcript credit for attending.

CANCELLATIONS
Cancellation and refund requests must be in writing (or faxed to 608-231-4327) and are subject to a $30 service charge for the audio conference if cancelled seven days prior. No refunds will be granted if your cancellation is received seven days or less before the audio begins. Substitutions are accepted anytime before the audio conference starts.