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Collections 101

MCHHSA Conference 2022 Shawn Wagener – Scott County

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Collections 101

  • These proven collection strategies are from years of private industry collecting. I have tried and perfected some of the same methods in the public sector with much success, but always check with your supervisor and possible county attorney when implementing anything new!

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Locating Clients

  • Current Pricing:
  • 1 user unlimited searches $130.00
  • 2-5 users $90.00 each

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Features

Unlimited Access to Content/Products

24-hour Customer and Technical Support

Free training with LexisNexis consultants

Easily accessible on-line tutorials & guides

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SIGN IN & AUTHENTICATION

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PERMITTED USE CERTIFICATION

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DPPA COMPLIANCE

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ADVANCED PERSON SEARCH

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SEARCH TIPS�* Search only by SSN if available

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Good for Rev Recap when a woman has multiple last names.

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DECEASED

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REPORTS

  • Additional report options on right hand side of results
  • Check with your administrator on your plan, there could be additional fees

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Setup person alert

  • In Lexis Nexis enter the social security # of the surviving spouse in advanced person search.     
  • Select Setup Person Alert on left side of result screen

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Then click Death Records.    Save it and you will receive an email if a death record is added.   �

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ADDITIONAL SEARCH OPTIONS

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BANKRUPTCY REPORTS

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NOW THAT YOU HAVE A BASIC KNOWLEDGE OF LOCATING…….

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How often should you try to locate clients?

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  • December/January right before tax time
  • June/July right before property/Rent refunds
  • When you receive return mail (once a month)
  • Anytime you feel this system will help you in the collections process of a client

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When do you give up Locating clients?�

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QUESTIONS FOR LOCATING?

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Contact Information for Accurint/Lexis Nexis�

  • Product Support ……………….. 1-866-277-8407
  • Education and Training………. 1-800-201-6411
  • Account Manager John Lee… 1-678-893-9875

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Basic Collection Strategies…….�

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  • Treat every client INDIVIDUALLY!
  • Most clients just want to be heard
  • LISTEN to what your client really wants
  • You must feel your client out and if they react negatively (abort) and re-strategize
  • Make a strategy by their situation. Make them feel like they are getting a good deal

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Basic Collection Strategies CONT…….�

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  • Clients will often make it seem like they are worse than they really are.
  • Clients ask what is the minimum I can pay? NEVER give someone an amount! Make them give you an amount first. (explain)

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APPEAL TO AGE GROUPS�

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  • 18-30’S How it can impact them now, and in their future
  • 30’s-60’s How it can impact them and their family
  • 60’s + How to appeal to them

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AGE GROUP 18-30’S�

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  • Credit
  • Rent
  • Car Ins.
  • School Loans
  • Purchase a home
  • Etc.

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AGE GROUP 30’S - 60’S�

  • Co-Sign for Car
  • Co-Sign for College
  • Want to purchase a home
  • Most emergencies happen in this age group that result in needing to get a 2nd mortgage or line of equity

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AGE GROUP 60 PLUS�

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  • People in this age group want things resolved so their family will not have to worry upon their passing but in turn say they have no money
  • Sense of Pride
  • You will have a lot more payment agreements or PIF right away in this group

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Collection Strategies�

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  • NEVER take a client off Rev Recap for making a payment arrangement (unless in writing)
  • Even if an account is going to recoup, I always ask for payment too (voluntary)
  • If a client wants smaller payments try your hardest to get a larger amount down

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Collection Strategies Cont.��

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  • Always request Auto-draft payments.
  • Make sure they are the same day every month.
  • If a client says they can’t pay the full amount agreed upon that month try to get a small payment over the phone and then start charging the agreed upon amount the following month (example).

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How to be a successful Collector�

Be confident and know yourself and what you are collecting on.

I will purposely not pick up the phone when someone is calling me unless I know who it is and want to speak to them at the time.

Know your client! Know the exact reason for the debt and the amount due . Never ask “is there a problem?” if it gets quiet.

Listen to what the client/debtor really wants. They might just be telling you they were unsatisfied (but still willing to pay the bill)

Take notes…. The number one way you can take control on the 2nd call, 3rd call, 4th call, (you get the point) is by telling them on the next call we already went over this and that has been resolved.

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How to be a successful Collector Cont.

  • Make sure when a broken promise happens you address it right away… there is nothing worse than losing credibility. Say what you are going to do if they don’t follow through with a payment plan and make sure you do it!
  • (Rev Recap, Court, Judgment, garnishment, bank levy)
  • Avoid arguments and threats (make sure everything you say you will follow through with) Make sure you use leverage as a last resort.
  • This will not work for all clients/debtors but will work for most of them.

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How to be a successful Collector Cont.

The objective of your call is to get the full amount paid NOW! Treat objections as opportunities to get a commitment for full payment. Establish with your client/debtor that the objection they are posing is the only one and if the objection is dealt with then there should be immediate payment. Get a commitment from an objection.

Work SMARTER and not Harder…. In County Collections we have many resources available to collect effectively. Don’t try to cold call your clients where most will not pick up or return calls. (or the number is already disconnected ☺)

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QUESTIONS ON COLLECTION STRATEGIES?

  • THANK YOU!
  • IF YOU HAVE QUESTIONS ON ANY COLLECTION MATTERS THE MCRA GROUP HAS AN EMAIL CHAIN WHERE PEOPLE ASK QUESTIONS AND GIVE ANSWERS EVERY DAY.
  • MCRA HAS QUARTERLY MEETINGS
  • EMAIL ME AND I WILL BE HAPPY TO GET YOU ADDED TO THE LIST.
  • SWAGENER@CO.SCOTT.MN.US