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Proactive Collection Strategies

A collection representative from Brooklyn Union (Brooklyn, NY) places a call to a customer who is late with his payment. On this particular call, she reaches the customer's answering machine, which ends with the message, ". . . and if this is Brooklyn Union, the check is in the mail."

"We're on our customers' minds now, but this wasn't always the case," muses David Feldman, general manager, Accounting, Special Projects.

  • the first step in turning around the escalating costs of collecting at this utility
  • the vision statement and motto they developed
  • three major flaws they uncovered in their collection process
  • the three components of their credit matrix redesign, and how this new scoring system drives their collection efforts
  • how they leveraged customer service calls into collection calls
  • four major recommendations they implemented in collections
  • the goals of special needs team that they developed
  • an innovative use of college students in collections - how many calls they made, the cost, and the astonishing results
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