Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Southwest Credit Detailed Overview (Draft2)


Published on

  • Be the first to comment

  • Be the first to like this

Southwest Credit Detailed Overview (Draft2)

  1. 1. Corporate Overview<br />2010-G<br />
  2. 2. Table of Contents<br />
  3. 3. 1<br />About Us<br />Corporate Overview<br />Founded in 1974, Southwest Credit Systems, LP is a national provider of accounts receivable management services to large and small companies in the telecommunications/media, financial services, education, government and highway toll, and utility industries. <br />Our experience across the various industries enables us to provide our clients with the expertise needed to maximize their recoveries. <br />Southwest Credit is very customer-focused. We work hard to earn their continued trust; and as such, we maintain an A+ rating with the Better Business Bureau. <br />Certifications<br /><ul><li>Southwest Credit operates and performs collections services within state, local and federal regulations.
  4. 4. Southwest Credit abides with the Fair Debt Collection Practices Act (FDCPA) and Fair Credit Reporting Act (FCRA), as well as the new Federal Trade Commission's “Red Flag” Rules.
  5. 5. SAS 70 Type II Certified.
  6. 6. PCI Data Security Standards (PCI DSS) Level 1 Compliant.
  7. 7. Fully registered, licensed and bonded in all 50 states</li></ul>Location<br />Southwest Credit operates from one national collections center, located in Carrollton, Texas. A corporate initiative for 2010 is to open an additional operational site outside the state of Texas.<br />Operating Hours<br />Southwest Credit’s standard operating hours (all times CST) are as follow:<br />M-Th. 7:00 a.m. - 9:00 p.m. <br />Fri. 7:00 a.m. - 5:00 p.m. <br />Sat. 8:00 a.m. - 12:00 p.m.<br />Southwest Credit will modify collector schedules and hours of operation outside the standard operating hours listed above to meet the time zone needs of specific portfolios.<br />Southwest Credit Mission <br />At Southwest Credit, our goal is to provide our chosen partners with professional accounts receivable solutions based on Value, Integrity, and Performance.<br />
  8. 8. Leadership<br />Southwest Credit is guided by a six-person executive management team that brings approximately 90 years of combined experience in the collection’s industry.<br />Jeff Hurt, CEO, provides direction and leadership toward the achievement of the company’s philosophy, mission, strategy, and its annual goals and objectives. He has more than 15 years of experience as an executive in the collections industry.<br />Dena Hatfield – VP of Administration, has more than 20 years of experience solely in the third party collections industry. Her vast amount of experience includes working in different capacities in both operations and most recently human resources administration.<br />David Schieszer, COO, has more than 20 years of experience in the collections industry, including many years spent working on the client side. This extensive experience as both a client and a collections service provider gives him a unique perspective and in-depth understanding of the collections industry.<br />Lori Monk, CPA – VP of Accounting and Finance, has more than 19 years of experience in financial accounting and more than 10 years focusing solely on the collections industry.<br />Gary Turner – VP of Sales, has more than 30 years of experience in executive leadership and sales roles, including more than 19 years within the collections industry. <br />Rob Bence – VP of Information Technology, has more than 12 years of experience in technical business roles, including five years in the collections industry. He oversees the daily IT operations and technology infrastructure.<br />2<br />
  9. 9. V.I.P. Culture<br />Southwest Credit understands the importance of customer care and strives to provide your customers with quality, professional service while working to resolve their outstanding obligations. <br />We base our service philosophy on the values of our mission statement: Value, Integrity and Performance. We provide value-added services to our clients by becoming an advisor and providing a consultative approach. Integrity and compliance are the bedrock of everything that we do at Southwest Credit because we understand the importance in handing each client’s data and their customer. We implement winning collections strategies to deliver top performance to our clients.<br />Internally, we foster a working environment that promotes and rewards employees who incorporate these principles into their daily jobs. <br />Southwest Credit believes that consistently providing high-level performance has been one of the primary contributors to the company’s success. The contributions of our employees has helped Southwest Credit maintain the success and growth we have experienced over the years.<br />Southwest Credit implements initiatives to recognize the strategic value of building a highly engaged workforce. Training courses have been expanded to include different departments and roles. The company has revamped its employee recognition program and an internal communication plan has been implemented. <br />Southwest Credit Vision <br />Southwest Credit will be a vibrant, growing organization…<br />3<br />
  10. 10. 4<br />Services<br />PRE-CHARGE OFF<br />Pre-Collect<br />First Party Collection<br />POST-CHARGE OFF<br />Primary – Secondary – Tertiary<br />Custom Solutions<br />Pre-Charge Off<br />Our team works to understand your business and processes to become an extension of your company. We help your company improve its internal efficiencies by allowing you to concentrate on your core business, rather than expend unnecessary resources for collections . <br /><ul><li>First Party Collections: Southwest Credit can support or replace your company’s internal accounts receivable unit by working with delinquent customers to pay outstanding balances before they reach bad debt status.
  11. 11. Pre-Collect: Southwest Credit services accounts after the final bill due date and prior to the primary outside collection agency placement. We create a sense of urgency and financial responsibility to your customers by colleting in the third party name.</li></ul>Post-Charge Off<br />We provide your company with solid performance when turning outstanding debt over to Southwest Credit for third party collections.  Our approach includes customized strategies for each portfolio based on scoring, analytics, skip tracing, and treatment development to provide optimum results. Our strengths lie in providing winning strategies for both primary and secondary placements.<br />Custom Solutions <br />Our experience in the accounts receivable industry allows us to provide our clients with custom solutions to meet their portfolio’s unique needs. Our team will obtain a thorough understanding of your company’s existing practices, and provides a consultative approach by modifying or augmenting current solutions to a custom solution which maximizes your recoveries. <br />
  12. 12. Experience<br />5<br />
  13. 13. Telecommunications / Media Industry<br />Southwest Credit provides accounts receivable solutions to telecommunications/media providers including wireless, landline, satellite, cable and internet service providers. Our collection approach offers a customized solution to meet<br />6<br />our telecommunications/media providers’ needs. <br />We understand the importance of retaining customers, as this industry relies heavily on continued and returning subscribers, thus special attention is given to provide the highest level of customer service while effectively resolving outstanding obligations. <br />Southwest Credit has serviced the telecommunications/media industry since its inception, and continues to serve some of the original clients; including national and regional telecommunications providers. This continued partnership is a reflection of the dedication to our clients and our high performing results. <br />Southwest Credit is a member of the Telecommunications Risk Management Association.<br />
  14. 14. Financial Services Industry<br />Southwest Credit provides successful accounts receivable management solutions to clients in various industries including financial services Our management an collection teams are trained on the client’s work standards and the industry they serve. The training and industry knowledge allows our team to fully understand the issues and strategies that best suit your company and maximize the recovery results for your portfolio. <br />We currently serve financial services collections for:<br /><ul><li>Demand Deposit Accounts (DDA)
  15. 15. Unsecured Checking Accounts
  16. 16. Credit Cards
  17. 17. Payday Loans
  18. 18. Auto Lending
  19. 19. Small Business Loans
  20. 20. Home Equity Loans
  21. 21. Student Loans
  22. 22. Other Secured or Unsecured Revolving or Installment Loans</li></ul>7<br />
  23. 23. Education Industry<br />Southwest Credit provides specialized education related receivables to universities and colleges. We assist higher education institutions manage student loan portfolios, and determine the best solution to obtain the highest recovery rates for their default accounts.<br />We service:<br /><ul><li>Federal Perkins Loans
  24. 24. Institutional Loans
  25. 25. Private Loans
  26. 26. Campus Fees and Fines
  27. 27. Tuition and Fees</li></ul>8<br />To maintain the positive student and alumni relationship, <br />our collection team receives continuing training to comply with your institution’s work standards and industry regulations. Special attention is given to provide the highest level of customer service, while effectively resolving outstanding obligations.<br />Southwest Credit is a member of the National Association of College and University Business Officers (NACUBO) and the Texas Bursars for Universities and Colleges (TexasBUC$).<br />
  28. 28. Government and Highway Toll Industry<br />Government Services<br />Southwest Credit provides accounts receivable solutions to federal, state and local government entities, as well as agencies that administer public programs. Our collection approach offers a customized solution for each industry segment to meet their collection needs.<br />9<br />Our collection strategies have successfully assisted government agencies in collecting outstanding receivables in an effort to increase revenue stream for their projects. Outsourcing collections allows our clients to focus on their operations and increase revenue, especially during times of budget constraints.<br />We offer standard and custom collection services along various stages of the debt collection process; maintaining a focus on providing the highest level of customer service to your customers.<br />Highway Toll Services<br />As the highway toll industry transitions to a cashless toll collection system, significant challenges are created for an industry lacking the expertise of managing customer invoices, accounts receivable and payment processing. Southwest Credit can perform these<br />processes and other back office functions for the highway toll industry; thus minimizing risks, enhancing, efficiencies, reducing costs, improving cash flow and avoiding distractions from the core business. We currently provide successful accounts receivable solutions one of the largest toll agency in North Texas.<br />
  29. 29. Utility Industry<br />Southwest Credit provides accounts receivable solutions to regional and national utility providers. We can work with your internal operations in collecting delinquent bills and retaining customers, or can act as a third party to maximize the recovery of delinquent accounts.<br />Our utility services solutions meet the stringent utilities compliance requirements while increasing your net back recoveries.<br />Our utility service collections includes the following segments:<br /><ul><li>Electric
  30. 30. Water
  31. 31. Gas</li></ul>10<br />
  32. 32. 11<br />Information Technology<br />Information Technology<br />Southwest Credit is committed to providing our clients with the highest standards for security, reliability and service delivery. To do so, we use a combination of our industry’s “best practices” and the latest technology to achieve our client’s receivables goals, including:<br /><ul><li>Encryption technology for file transport (SSH/SFTP)
  33. 33. Encryption at rest for non-public information (NPI) or personally Identifiable information (PII) in order to protect sensitive data.
  34. 34. PCI Level 1 Data Security Standards (PCI-DSS) Compliant
  35. 35. SAS 70 Type II Certified
  36. 36. Our security policies are compliant with ISO 27001 (formerly ISO17799)
  37. 37. In-house Data Center is monitored 24 hours a day, 7 days a week, 365 days a year
  38. 38. On-site Information Technology department.</li></ul>Southwest Credit utilizes state-of-the-art hardware, software, systems, appliances, etc., to provide and to protect the confidentiality, integrity, and availability of client provided and employee generated data.<br />Components<br />Southwest Credit utilizes Latitude Software, Avaya telephone switches, Dial Connection predictive/automated dialers, Cisco switches, routers and firewalls, IPS/IDS, internet and e-mail blocking/filtering, Dell Enterprise servers, Microsoft server software, and Microsoft databases, as well as Microsoft development software (ASP.NET, C#, and IIS). <br />Debtor Collection and Client Funding <br />Southwest Credit utilizes EDI, EFT, wire transfer, ACH, credit card processing, and/or check processing.     <br /> <br />
  39. 39. Quality Assurance<br />Performing with integrity is the bedrock of everything we do at Southwest Credit. We have invested heavily in the technology, processes and training to support it. <br />Quality and Compliance Controls<br />To evaluate quality and compliance, our Quality Assurance team performs internal audits continuously. These audits encompass all operational components including the following:<br /><ul><li>Phone monitoring
  40. 40. Account history review
  41. 41. Process quality audits
  42. 42. Close monitoring of complaint/resolution process
  43. 43. Collection notice reviews
  44. 44. Additional parameters as identified</li></ul>The Quality Assurance team works closely with administration, training staff, IT, and management to maximize quality and eliminate compliance issues.<br />Audits are conducted to ensure quality and compliance in the following areas:<br /><ul><li>Account workflow and work standards
  45. 45. Payment activity
  46. 46. Settlement guidelines
  47. 47. Regulatory compliance
  48. 48. Complaint management</li></ul>Southwest Credit also provides our clients with remote access and monitoring capabilities.<br />12<br />
  49. 49. Portfolio Management<br />Dedicated Client Management Team <br />Client management is at the cornerstone of what we do. To be effective in any partnership, a strong communication system must be in place. We provide our clients a dedicated cross-functional team focused on meeting and exceeding performance expectations, while maintaining your brand reputation. <br />Skills Based Collector Routing<br />Accounts are assigned to a dedicated collections team, allowing the team to gain in-depth knowledge of your portfolio, your processes, and your approach to customer service. <br />Skip Tracing Process <br />Upon initial placement, Southwest Credit reviews all accounts and contact information provided. New accounts are processed electronically through the National Change Of Address service. Southwest Credit utilizes a desktop skip tracing tool that can also be used.<br />Collection Strategy<br />Southwest Credit’s collection strategy is guided by our commitment to providing collection services with the highest degree of professionalism. We understand the importance of maintaining quality relations and providing the highest standards of customer service while working to resolve each customers outstanding debts. <br />13<br />
  50. 50. Recruiting and Training<br />Recruiting and Training<br />Recruiting and initial interviewing for collectors are conducted by our Personnel Training and Development Coordinator. Collector applicants are required to have basic PC knowledge, strong organizational skills, strong work ethics and attendance history, excellent written and oral communications skills, and effective negotiation skills. <br />Pre-Employment Screening <br /><ul><li>Local, state and national criminal background checks
  51. 51. Employment background checks
  52. 52. Academic verification
  53. 53. Pre-employment drug testing</li></ul>Employee Development<br />Southwest Credit currently achieves quality assurance through extensive employee training, management, and auditing by our Management and Supervisory team and Compliance Officer. <br />All executives, directors and high-level managers have attended training seminars in Professional Practices Management System (PPMS) certification through ACA International. <br />Background and Drug Screening<br />Southwest credit conducts extensive criminal background checks; which includes both misdemeanor and felony offenses listed in the county, state and federal courts under the applicant’s information. Education and employment records are verified, and a 9-panel urinalysis drug screen is performed. We also have the ability to check consumer credit reports as a part of our pre-employment screening process, if required by a client. <br />14<br />
  54. 54. 15<br />Operational Strategy<br />Southwest Credit’s collection strategy is a thorough and dynamic approach integrating various account attributes:<br /><ul><li>Scoring and analytics
  55. 55. Tiered collectors
  56. 56. Key performance indicators
  57. 57. Technology</li></ul>By implementing internal and external factors, Southwest Credit is able to maximize liquidation results and meet or exceed client expectations. <br />At its core, Southwest Credit’s collection strategy uses all available resources to maximize right party connects, communicate with subscribers through the best medium, and use our collectors’ experience and training to maximize recoveries. <br />
  58. 58. 16<br />Implementation Process <br />Client Implementation Process <br />Southwest Credit has a dedicated staff throughout the sales, implementation, and account management process to ensure that policies and procedures are carried out in detail and the appropriate collection strategy is implemented. <br />During the implementation process, there is a knowledge transfer between Southwest Credit and the client in order to document and meet expectations. <br />The following phases take place during our implementation process:<br />Throughout the collection process, there are daily quality assurance checks in place to ensure that processes flow without issue.<br />       <br />
  59. 59. 17<br />ImplementationProcess (continued)<br />Client Implementation Process <br />Shown below are five segments Southwest Credit assesses in successfully implementing a client. <br />       <br />Southwest Credit Implementation Plan<br />IT<br /><ul><li>Inbound/Outbound file processing
  60. 60. System connectivity
  61. 61. Treatment requirement
  62. 62. Reporting requirements
  63. 63. IT Systems : Telecom, LAN, Software, Hardware, Dialer</li></ul>General Specifications<br /><ul><li>Client information
  64. 64. Account information
  65. 65. Client contact information
  66. 66. Competitive intelligence</li></ul>Procedures<br /><ul><li>Settlement procedures
  67. 67. Bankruptcy procedures
  68. 68. Cancel and return requirements
  69. 69. Dispute requirements
  70. 70. Deceased procedures
  71. 71. Fraud procedures
  72. 72. Restoral of service
  73. 73. statement request
  74. 74. Payment process
  75. 75. Litigation procedures
  76. 76. Customer documentation
  77. 77. Recall procedures
  78. 78. Credit Bureau reporting</li></ul>Operational Execution <br /><ul><li>Client work standard requirements
  79. 79. Southwest Credit work standards
  80. 80. Staffing
  81. 81. Training
  82. 82. Account treatment strategy: call/notices/skip tracing
  83. 83. Work standards</li></ul>Accounting <br /><ul><li>Invoice remittance
  84. 84. A/R
  85. 85. Funds transfer
  86. 86. Statement
  87. 87. Documents</li></ul>3<br />4<br />5<br />1<br />2<br />We are committed to continuous communication with our clients throughout every phase of the implementation and collections processes.<br />
  88. 88. 18<br />Performance Metrics<br />Key Performance Indicators<br />Southwest Credit’s 36 years in the collections industry provides established capabilities in servicing the industries we serve.  In using our experience we want to have open dialogue for a win-win solution for our clients.   <br />Collector Level Metrics<br /><ul><li>Right party connects (RPC)
  89. 89. RPC conversion rate
  90. 90. Promises made and promises kept
  91. 91. Dollars collected by time interval
  92. 92. Collector talk time and availability
  93. 93. Quality assurance standards
  94. 94. Number of attempts per hour and day</li></ul>Portfolio Metrics<br /><ul><li>Dollars collected by batch, day, month-to-date, etc
  95. 95. Payment trends by score, balance, account demographics and characteristics
  96. 96. File penetration rate
  97. 97. Timing of contacts
  98. 98. Spacing of attempts</li></ul>       <br />
  99. 99. 19<br />Why Southwest Credit?<br />High Performing Agency – We have a solid reputation of providing high-performing results; consistently meeting or exceeding our clients’ liquidation goals. <br />Partnership – We work to ensure that our client relationships evolve into full business partnerships; where we share information and ideas. <br />Operations Approach – Our strategy and operations approach to collections are based on true analytics, scoring, portfolio analysis and segmentation. <br />Dedicated Client Management Team – Each client is assigned a client service representative, thoroughly trained on their portfolio, to ensure the most comprehensive client service experience. <br />Ease of Doing Business – Our people, processes, procedures and business philosophy allow us to provide an ease of doing business with each of our clients<br />Technology – Our solid infrastructure and in-house IT department are able to securely and efficiently support clients’ requirements and respond in a timely manner. <br />Consultative Partner – Our team’s industry knowledge and experience allows them to become an advisor to our clients and to provide value-added services to their portfolios.<br />
  100. 100. Restriction on Disclosure and Use of Data – This document contains confidential or proprietary information of Southwest Credit Systems LP, the disclosure of which would provide a competitive advantage to others; therefore, the recipient shall not disclose, use, or duplicate this document, in whole or in part, for any purpose other than recipient's consideration of Southwest Credit Systems LP. <br />4120 International Parkway<br />Suite 1100<br />Carrollton, TX 75007<br />800.637.7439 <br /><br />