Employee Training
Our new hire training process is a 30-day period. Our new hires are trained and tested in all areas of the collection process, and the earliest they will begin on the telephone is after a two-week period. After that initial two-week period they are still in training for an additional two weeks.
For new hires, the FDCPA training/refresher encompasses one full business day. When this intensive, classroom training is complete, employees are tested on all areas of the FDCPA.
All collection representatives are given a refresher course and re-tested on the FDCPA. Collection representatives are given additional training at 60 days of employment, and then again at 90 days. Thereafter, each collection representative is required to attend monthly seminars/training.
In addition, training sessions are held for new client contracts. Training is scheduled to discuss the specifics of each new client. These specifics include: contract requirements, client expectations, client guidelines and procedures.
Our training program emphasizes positive, “customer-focused” behavior. At Harris & Harris it is our goal to strike a balance between the often-competing objectives of producing outstanding recoveries for our clientele, while handling accounts with the utmost level of compassion. Our training sessions and monthly seminars stress that each individual customer deserves to be treated with respect and dignity. We stress that the collection representatives apply a “human touch” by recognizing that each person is a unique individual. Through communication, we establish a good faith effort on the part of the customer to meet their responsibility to pay their debt. Harris & Harris has an unblemished record for civility and FDCPA compliance, and we will not tolerate abusive or unprofessional collection representatives on our payroll.
Our collection representatives work creatively to make arrangements with the customer to pay their debt in full, or establish a manageable schedule of payment.
Additional Training & Work Strategies
To ensure that we will maximize recoveries for you, Harris & Harris provides collection representatives with a comprehensive Work Strategies course prior to joining the collection floor. Our management team has tailored our system to our specific needs, set up system security and applied business decisions to the system properties.
We use Computer Based Training modules. These Windows-based exercises contain user-friendly simulation screens designed to give trainees true-to-life exercises that mimic the exact features and functions of our system.
Our MIS staff has received additional on-site training, including collection management, posting and data entry collection representative reports training, and an introduction to system administration. Training for custom programming, special routines, and additional product modules that were installed with our system were provided.
