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IMPROVING COLLECTIONS

IMPROVING COLLECTIONS. Buncombe County By Teresa Proffitt. Role of Management. Standard for Collections - Expectation % Equip Staff Keep the Team Focused Measure Processes Set Timeline. What is my Standard?. Collection Goal (driven by the Budget) 98.9% Good Bills

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IMPROVING COLLECTIONS

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  1. IMPROVING COLLECTIONS BuncombeCounty By Teresa Proffitt

  2. Role of Management • Standard for Collections - Expectation % • Equip Staff • Keep the Team Focused • Measure Processes • Set Timeline

  3. What is my Standard? • Collection Goal (driven by the Budget) 98.9% • Good Bills • Teamwork (Listing, Appraisal, Collections) • Building teamwork - staff meetings • Cross Training • Touch Every Taxpayer

  4. How do I Equip the Staff? • Good Data Base of Information • Provide lists – All unpaid 2006 bills descending • Let the Data Base do the work for you • Don’t retype anything already in the data base • Get in the Trenches with the Troops • Answer the Phone yourself periodically. • Listen to the taxpayer-Are your notices clear? • Web receipts, phone message (hours/holidays)

  5. Words & Ways that get their attention: • Important Dated Material (envelope) • Vehicle 2nd Notice • New version – Important – Final Notice • We will take action • At anytime without further notice. • Attorney signature on Feb R/E Letters >$300 • Demand Letter from Attorney (10 days) • New Owner Letters • Mortgage Letters (August)

  6. How do I Keep the Team Focused? • Monitor their Progress • Who is working their accounts? • What makes a #1 Collector • Feedback (they love it) • Compare with their last year collections (competition) • Value their comments • Ask for feedback to make processes better. • Feed the Troops (proven stress reliever) • Bagels • Celebrate little successes (milestones too)

  7. Milestone Celebrations

  8. Measure Processes • Bank attachments? $760,525 • Wage garnishments? 400+ • Preauthorized Debits?1,224 = $772,075.49 by 6/30 • Voluntary Wage Garnishments? $24,000 • Credit Cards/Electronic Checks $3.5 m • Sheriff Levy – $55,849.59 • Legal Process - $209,165 • Prepays $177,303

  9. Set a Timeline • Keeps Collections on Target • Don’t deviate from it. • What happens next? July 1 - June 30th • Learn from experience

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