What 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…

Guests
Beth Furton, Amanda Turner, Ashlee Hyden

Key Takeaways

How first impressions and active listening lighten someone’s day with a simple connection

How a deep understanding of who you are as a brand can decommotize your business

How to hire and build a team that lives your mission

How to build a loyal “Community” of promoters

The important role networking and "showing up" plays in growth and success

https://dailyrisecoffee.com/
https://www.weber.edu/downtown
https://www.linkedin.com/in/ashlee-hyden-06624a8/

What 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 Takeaways

Keys to creating a "Data-First" Culture

The benefits of aligning company vision and technology strategy

The role team diversity plays in innovation

What the software development lifecycle can teach us about improving culture, recruiting and retaining talent

Areas AI and ML are making an impact in ARM companies

Finding cross domain sweet spots and patterns

Guest: Kristyn Lefler  Sr. Director of Digital Strategies for Resurgent Capital Services

Kristyn 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 hard

The 4 most common mistakes plaguing data science and AI for Debt Collection

Interactions ARM trends survey

Three lessons from the software development lifecycle to improve recruitment and retention

Matt Mullenweg Podcast The Future of Work

What 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 Takeaways

Things you don't want to miss this year 

The benefits of attending this event

Tips or tricks help maximize your experience

Guests: 

Reid Miller DAKCS Software

Website: https://www.dakcs.com/
Email: Kmiller@dakcs.com
LinkedIn: Company https://www.linkedin.com/company/dakcs-software-systems-inc./
LinkedIn: Personal https://www.linkedin.com/in/reid-miller-25a52061/

Harry Strausser III Applied Innovation

Website: https://www.appliedinnovationinc.com/
Email: hstrausser@appliedinnovationinc.com
LinkedIn: Company https://www.linkedin.com/company/applied-innovation-inc-/
LinkedIn: Personal https://www.linkedin.com/in/harry-strausser-iii-7413106/

Tim Collins InDebted

Website: https://www.indebted.co/en-US

Email:tmc26d@gmail.com
LinkedIn: Company https://www.linkedin.com/company/indebted/

LinkedIn: Personal https://www.linkedin.com/in/collins12/

Ashley Campanella Arbeit Software

Website: https://www.arbeitsoftware.com/
Email: ashley@arbeitsoftware.com
LinkedIn: Company https://www.linkedin.com/company/arbeit-software/
LinkedIn: Personal https://www.linkedin.com/in/ashley-campanella-240a53132/

Additional Resources:

ACA Convention & Expo Info

Downtime 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 episode
How to plan one, and ideas to maximize effectiveness

The 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 retreat

The benefits of  health, mental health and mindset.

Guest: Don Worthington PRMI

The 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.com

LinkedIn Personal:https://www.linkedin.com/in/don-worthington-12992a5/

Email: dworthington@primeres.com

Company LinkedIn:  https://www.linkedin.com/company/primary-residential-mortgage/

Additional Resources

Big Rocks Stephen Covey

Hybrid 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 episode

The benefits of remote and or hybrid models

How are creditors handling remote/hybrid

The challenges specific to ARM companies and ideas to solve them

We'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.  

Resources

https://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 Resources
Adam Grant Tweet
Stats on Remote Workers

What 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 include

How a focus on diversity and inclusion broadens insight and improves business results

Identifying and building core values

The 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.com
  • Women in Consumer Finance

    Company LinkedIn:  

https://www.linkedin.com/company/women-in-consumer-finance/

   LinkedIn Personal: linkedin.com/in/stephanieeidelman 

Twitter: seidelman

Additional Resources:

Collector Job stats: https://www.zippia.com/debt-collector-jobs/demographics/

Lift

Netflix Maid

For the Good

Vital Voices

What you'll learn about in this episode
Over 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 now
What sets South Africa apart from other options
How BPO is a growing solution to the employment problems of the great resignation
Key points to consider when developing an outsourcing strategy

Guest: Clinton Cohen

Clinton 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--hGayQ

https://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/

We’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 include

The brand conflict of empathy and the 3rd party debt collector

The shifting role of the debt collector of the future

Remaining challenges with Reg F and possible next steps

Overcoming the consent obstacle

Changing our legacy mindset

Guest:s:  Rozanne Andersen

Rozanne 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.