Podcast
Fair Debt
Hosted by Lex Patterson · EN
Providing easy to understand concise information on the most impactful challenges facing the debt collection ecosystem. By giving a voice to the important role it plays in our economy, and the impact it has in people’s lives, we’re reframing the narrative around debt collection with real stories of people, dealing with complex financial problems and the power authentic emotional connection plays in the process. In each episode, we delve deep into all things debt collection with some of the brightest and most forward-thinking, paradigm-busting minds in the business. Intimate, deep, and often intense, these are not interviews. They are conversations. Connections from various perspectives designed to provoke, educate, inspire and empower you to discover, uncover, unlock and unleash new possibilities.
10episodes
Episodes
Newest firstAll episodes
Episode 27 Leading with the heart
Aug 19, 202200:56:27Tap to summarizeWhat you'll learn about in this episode:What does coffee and accounts receivable management have in common? Much more than meets the eye. Both are generally locally connected. Both can be easily commotized,and both at their core have to do with human interaction. In this episode we’re talking about these topics, and how a local coffee shop has built a brand and a business by leading with the heart and putting people before profit. Grab a cup of coffee and settle in for some interesting perspective on Brand building…GuestsBeth Furton, Amanda Turner, Ashlee HydenKey TakeawaysHow first impressions and active listening lighten someone’s day with a simple connectionHow a deep understanding of who you are as a brand can decommotize your businessHow to hire and build a team that lives your missionHow to build a loyal “Community” of promotersThe important role networking and "showing up" plays in growth and successhttps://dailyrisecoffee.com/https://www.weber.edu/downtownhttps://www.linkedin.com/in/ashlee-hyden-06624a8/
Transcribe →Episode 26 Stop thinking about accounts and start thinking about customers
Aug 4, 202200:57:20Tap to summarizeWhat you'll learn about in this episode:According to many experts a majority of financial service organizations are now focused on growth and innovation data initiatives, compared with a few years ago when organizations focused more on defensive initiatives including regulatory, compliance goals. In this episode we will discuss the key foundational components of becoming a data first culture, and the lessons the software development lifecycle can teach you about the culture, cohesion and psychological safety needed to ignite innovation.Key TakeawaysKeys to creating a "Data-First" CultureThe benefits of aligning company vision and technology strategyThe role team diversity plays in innovationWhat the software development lifecycle can teach us about improving culture, recruiting and retaining talentAreas AI and ML are making an impact in ARM companiesFinding cross domain sweet spots and patternsGuest: Kristyn Lefler Sr. Director of Digital Strategies for Resurgent Capital ServicesKristyn Leffler is responsible for driving revenue performance through digital channels while also elevating the overall user experience for Resurgent’s customers. Her teams are responsible for all digital campaign operations from strategic and algorithmic customer segmentation to content design and delivery and finally execution and oversight. Previous responsibilities since joining Resurgent in 2012 include managing a team of portfolio and strategy analysts, overseeing the inventory integration of large 3rd party acquisitions, and defining non-performing judgment strategies. She holds an MS in Applied Economics and Experimental Statistics from Clemson University and a BS in Business Administration from Duquesne University.When she’s not working, parenting, or hosting a weekly pizza night for friends and neighbors, Kristyn enjoys reading (almost anything) and listening to podcasts on long morning walks.Resources:Website: https://www.resurgent.com/ LinkedIn Personal:https://www.linkedin.com/in/kristynbradyleffler/Email: kristyn.leffler@gmail.com Company LinkedIn: https://www.linkedin.com/company/resurgent-capital-services/HBR Why becoming a data driven organization is so hardThe 4 most common mistakes plaguing data science and AI for Debt CollectionInteractions ARM trends surveyThree lessons from the software development lifecycle to improve recruitment and retentionMatt Mullenweg Podcast The Future of Work
Transcribe →Episode 25 Maximizing the ACA Convention and Expo Experience
Jul 14, 202201:07:52Tap to summarizeWhat you'll learn about in this episode:Tradeshows and conventions, an important networking, educational and marketing element in any industry were impacted by the pandemic. As things open up, and attendance improves to pre-pandemic levels, attendees find themselves in a position to be more intentional about why they attend, and more strategic in their approach. As the ACA convention is a week away we'll pick the brains of some of this year's attendees, road warriors, and veterans of the trade show game to ask them for tips and tricks, and how they make the most of the trade show experience. Key TakeawaysThings you don't want to miss this year The benefits of attending this eventTips or tricks help maximize your experienceGuests: Reid Miller DAKCS SoftwareWebsite: https://www.dakcs.com/Email: Kmiller@dakcs.comLinkedIn: Company https://www.linkedin.com/company/dakcs-software-systems-inc./LinkedIn: Personal https://www.linkedin.com/in/reid-miller-25a52061/Harry Strausser III Applied InnovationWebsite: https://www.appliedinnovationinc.com/Email: hstrausser@appliedinnovationinc.comLinkedIn: Company https://www.linkedin.com/company/applied-innovation-inc-/LinkedIn: Personal https://www.linkedin.com/in/harry-strausser-iii-7413106/Tim Collins InDebtedWebsite: https://www.indebted.co/en-USEmail:tmc26d@gmail.comLinkedIn: Company https://www.linkedin.com/company/indebted/LinkedIn: Personal https://www.linkedin.com/in/collins12/Ashley Campanella Arbeit SoftwareWebsite: https://www.arbeitsoftware.com/Email: ashley@arbeitsoftware.comLinkedIn: Company https://www.linkedin.com/company/arbeit-software/LinkedIn: Personal https://www.linkedin.com/in/ashley-campanella-240a53132/Additional Resources:ACA Convention & Expo Info
Transcribe →Episode 24 The Boxer, The Misogi and the case for the recharge
Jun 30, 202200:47:59Tap to summarizeDowntime replenishes the brain's stores of attention and motivation, encourages productivity and creativity, and is essential to both achieve our highest levels of performance and simply form stable memories in everyday life. Yet, as leaders we often have the misperception of taking time away from work as negative. In this episode we're going to explore the benefits of taking a periodic pause to recharge , What you'll learn about in this episodeHow to plan one, and ideas to maximize effectivenessThe benefits of a retreat and the importance of priority and structuring time around the goal of resetting your mindset.The importance of a culture of trust both in the organization and in the recipe for a recharge retreatThe benefits of health, mental health and mindset.Guest: Don Worthington PRMIThe mission for our team is ..... create such an amazing experience for our customers they'd interrupt a stranger to recommend us. I believe the customer experience is they key to a lasting business model.I find fulfilment in creating wealth for those that work with me, as we solve problems created by an archaic and confused Real Estate and Mortgage world. As a result I work with some amazing people who I love dearly.I'm a wiz at all things Solar / Renewable energy, Real Estate, and Mortgage. Where those circles intersect is where I thrive.My mission is to change the way people buy homes. There's a smarter way to do it than most realize. We can reduce the cost of homeownership, turn any home into a smart efficient home, and add cleaner renewable energy.I'm a Business Made Simple Certified Coach.I love what I do.More important than work, I'm a husband to my beautiful wife and a dad to our 4 daughters. We have a lot of fun and always enjoy an adventure together. When it is time to relax you'll find my family and I outside, enjoying, Fly Fishing, Mountain Biking, Skiing, and golf.Resources:Website: https://www.prmihome.comLinkedIn Personal:https://www.linkedin.com/in/don-worthington-12992a5/Email: dworthington@primeres.comCompany LinkedIn: https://www.linkedin.com/company/primary-residential-mortgage/Additional ResourcesBig Rocks Stephen Covey
Transcribe →Episode 23 The good, the bad, and the ugly of remote hybrid work
Jun 14, 202200:55:00Tap to summarizeHybrid and remote work options offer employees greater flexibility, open up opportunities for companies to hire from a larger talent pool and reduce office space costs. But these options don’t come without challenges. In this episode we’re going to talk about the good, the bad and the ugly of Remote and hybrid work options and explore why more companies in the ARM space have been slow to adapt to this growing trend . What you'll learn about in this episodeThe benefits of remote and or hybrid modelsHow are creditors handling remote/hybridThe challenges specific to ARM companies and ideas to solve themWe'll review results of a recent ARM poll and look at trends, adoption rate etc.We explore health, mental health and mindset.Guests: Ashley Campanella of Arbeit software and Jeremy Ruth of Arvest Bank. Resourceshttps://www.arbeitsoftware.com/what-your-employees-want-you-to-know-about-remote-work/https://www.arbeitsoftware.com/improve-communication-collaboration-remote-team/Games / Apps to use:- An example of Arbeit's Wellness Challenge they do every month is included on the episode show notes page kindredforce.com - For Slack users, the Donut App allows employees to have quick 15/30 minute meetings once a month to just get to know each other more: https://www.donut.com/ (free with available upgrade)- Assembly: https://www.joinassembly.com/ is used for rewarding employees, they can be given points and they can save them for whatever rewards the Owner / Managers create. (Free up to 10 users, anything above may be $2-$4 a month)- Games: Scribbl (https://skribbl.io/), Scattergories (https://stopots.com/en/), Arbeit also put together their own trivia for game days (examples: 'Whose pet is this?,' 'Whose handwriting is this?,' 'Random facts') and the employees will send whoever is running these a picture if need be to be guessed by everyone else. Whoever wins 1st, 2nd, 3rd place gets assembly points! (all free to play!)Additional ResourcesAdam Grant TweetStats on Remote Workers
Transcribe →Episode 22 Who is at your decision making table impacts your insight
May 18, 202200:47:28Tap to summarizeWhat you'll learn about in this episode:Research indicates that the majority of employees in accounts receivable are female and more likely to be people of color than their peers in other industries. Likewise, many of the consumers contacted by accounts receivable representatives are women and minorities. Additionally, recruitment is a huge issue in the ARM space (indeed, in all industries) today, and yet a large talent pool is underutilized. Having diverse voices at the table brings better insight into both employees and consumers. With an audience in the thousands, our guest Stephanie Eidelman Meisel's mission is to use her platform to get more women - especially women of color - to these decision-making tables.Takeaways includeHow a focus on diversity and inclusion broadens insight and improves business resultsIdentifying and building core valuesThe role perspective plays in changing our legacy mindset Guest: Stephanie Eidelman (Meisel) Stephanie is owner and CEO of The iA Institute, a certified woman-owned media business in the consumer finance space. Their latest initiative is called Women in Consumer Finance, a one-of-a-kind conference and community that helps women lead inspired careers, creating value for themselves and for their employers. They place a particular focus on what's needed to get more women - particularly women of color - to the decision-making tables where products are designed and policy is set. They build confidence, they ensure everyone leaves with meaningful new connections, and they provide inspiring career examples to which all can relate. Resources:Websites:theiainstitute.comWomen in Consumer Finance Company LinkedIn: https://www.linkedin.com/company/women-in-consumer-finance/ LinkedIn Personal: linkedin.com/in/stephanieeidelman Twitter: seidelmanAdditional Resources:Collector Job stats: https://www.zippia.com/debt-collector-jobs/demographics/LiftNetflix MaidFor the GoodVital Voices
Transcribe →Episode 21 Innovation in Remote work by utilizing offshore BPO
May 17, 202200:53:38Tap to summarizeWhat you'll learn about in this episodeOver the past 2 years the employment picture has morphed into something new, and the ARM market is facing some challenges in finding qualified candidates to fill jobs leading to a marked increase in the number of first-time outsourcers looking to offshore their customer-service, back-office and technical support functions. Many first time outsourcers have specialized needs, for instance screening of medical records, insurance claims processing, research and surveys etc. In this episode we’ll explore the evolution of this rising niche in our industry, why it will continue to be a viable option, and how you can develop an outsourcing strategy that helps your business grow with Clinton Cohen of IContact BPO .Customer experience or CX is a process of combining technology and people to enhance a brand's reach and data driven touch points, and improve the customer experience by meeting customers at any stage in the customer journey. This episode will provide insight into CX from a business process outsourcing point of view, and highlight South Africa's IContact BPO as a viable offshore option.Topics include:Why Outsourcing makes sense, especially nowWhat sets South Africa apart from other optionsHow BPO is a growing solution to the employment problems of the great resignationKey points to consider when developing an outsourcing strategy Guest: Clinton CohenClinton is the chief executive officer of IContact BPO in Johannesburg, South Africa and is an experienced c-suite executive with a demonstrated history of leading in the outsourcing/offshoring industry from South Africa, specializing in customer experience.Resources: Website: http://www.icontactbpo.com/ Email: clintonc@icontactbpo.com LinkedIn Personal: https://www.linkedin.com/in/clinton-cohen-ba181095/LinkedIn Company: https://www.linkedin.com/company/icontact-bpo/Additional Resources:https://lnkd.in/e--hGayQhttps://www.youtube.com/watch?v=v3OSI1ykVV8 https://lnkd.in/ejmY4TvE https://lnkd.in/e4HuN379 https://www.icontactbpo.com/icontact-bpo-partners-with-impact-sourcing-institute-to-provide-on-the-job-training-and-work-experience-for-disadvantaged-youth/ https://www.icontactbpo.com/south-africa-ranked-as-top-global-business-services-destination/ https://ryanadvisory.com/india-south-africa-tie-for-2022s-most-favored-cx-offshore-delivery-points/
Transcribe →Episode 20 Reinventing the status quo
May 3, 202200:59:40Tap to summarizeWe’re driving down the highway of been there, done that and we just passed a sign that says warning construction ahead. Fortune favors the brave, but overcoming fear, and taking risks that will reinvent the future, begins with a different way of thinking. In this episode we’re going to explore some of the challenges and opportunities the past few years have brought about from various perspectives, and explore possible disruptive solutions, and an important shift in mindset for ARM companies of the future, with industry veteran and thought leader Rozanne Anderson of Finvi formerly Ontario Systems.Takeaways includeThe brand conflict of empathy and the 3rd party debt collectorThe shifting role of the debt collector of the futureRemaining challenges with Reg F and possible next stepsOvercoming the consent obstacleChanging our legacy mindsetGuest:s: Rozanne AndersenRozanne Andersen serves as Vice President and Chief Compliance Officer at Finvi, a widely recognized leading software provider to the collections, healthcare, debt buyer and Federal, state, and local government markets. She leads the organization’s regulatory compliance efforts to ensure compliance solutions are embedded in its software, contact management, payment processing, and cloud solutions.A licensed attorney and a 30+ year veteran and advocate of the banking, credit, and collection industry, Andersen previously served as former general counsel, director of government affairs, and CEO of ACA International. During her career, she has driven critical amendments to the Fair Debt Collection Practices Act, the Health Insurance Portability Act, and numerous statewide consumer protection laws, and has also served as an expert witness for the Federal Trade Commission and private parties.Andersen earned her J.D. from the William Mitchell College of Law and holds Chief Compliance Officer certifications from both ACA International and RMAI International. In 2020, Andersen received an international Compliance Officer of the Year award from Women in Compliance.
Transcribe →Episode 19 Powering up with a research informed strategy
Apr 19, 202201:09:56Tap to summarizeThe 10th edition of Kaulkin Report was just released. This report has been an integral component of developing a deeper understanding of trends in the accounts receivable management industry. In this episode we’ll unpack the report Connect the Dots of opportunity in the ever changing economy and dive into the importance of data in strategic growth planning and much more. GuestsMike Ginsberg is president and CEO of Kaulkin Ginsberg, providing M&A and strategic advisory expertise to the accounts receivable management industry for since 1991. Mike is also co-founder of Topline Valuation Group, providing ARM owners and executives with much-needed technical, financial, benchmarking, and operational services designed to improve decisions at the corporate and operational levels.John Hannan a driven, committed researcher particularly interested in analyzing data, for the accounts receivable management industry. John is an integral part of the Kaulkin Ginsberg team. Since 1991, Kaulkin Ginsberg Company has been dedicated to advising owners and executives of outsourced business services (OBS) companies on how best to achieve their growth and exit objectives. Their client-centric approach covers almost every stage of a company’s lifecycle and enables them to maintain longstanding relationships as trusted advisors. Kaulkin Ginsberg offers an array of services to ensure that its clients’ needs are met, such as strategic consulting, transaction advisory and valuation services.What you'll learn about in this episodeARM market shifts to keep an eye onEconomic indicators and variables that impact the debt economyThe changing landscape of variable and fixed costs that will impact ARM profitabilityInsight into debt segments including healthcare, financial services, credit unions, telecom, and cable.Tips for using data to better know and understand your clients, and help see opportunities.Additional Resources:The Kaulkin Report
Transcribe →Episode 18 The power of the corporate selfie and other cool tips and tricks
Apr 5, 202200:56:37Tap to summarizeWhat you’ll learn about in this episodeWhen was the last time you pulled out your phone and searched for your company online? And as you did that, when was the last time you placed yourself in the mind of the consumer? What did you see? In this episode we’re unpacking the importance of clarifying your message and who you're speaking to. We're diving into creative ways to tell your story, and understanding why reputation and brand management is so important in the ARM space with Adam Parks , a recognized entrepreneur, CMO of Plaza Services, the founder and CEO of BrandingArc, a premier industry marketing firm. He also currently serves as President on the RMAI Board of Directors.Key takeaways include:How to tell your story and build thought leadershipKeeping the consumer at the centerThe importance of a photo from a branding perspective Search engine traffic insight especially over the past 2 yearsThe importance of ADA complianceHow you can win the SEO battlegroundIdeas for Social to handle risk and improve engagementA call to get out there and engageGuest: Adam ParksAdam Parks is an entrepreneur with more than 15 years of experience in the receivablesmanagement industry. His diverse industry background includes portfolio purchasing, debtsales as well as compliance, and the development of systems to manage the servicing of accountPortfolios. Adam has held various marketing and operations positions within the ARM industry including leadership positions with brokerages which have given him a broad set of experiences and deep relationships across the industry. He currently serves as President with the Receivables Management Association International (RMAI).Chief Marketing Officer at Plaza Services - plazaservicesllc.com Chief Executive Officer at Branding Arc - brandingarc.com Founder at Receivables Info - receivablesinfo.com President at Receivables Management Association International - rmaintl.org Resources: Websites: brandingarc.com adamparks.com receivablesinfo.comCompany https://www.linkedin.com/company/brandingarc/Twitter:
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