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Effective Collections Management in Buncombe County

Discover the key strategies for improving collections in Buncombe County, guided by Teresa Proffitt. Learn about standards, equipping staff, team focus, measuring processes, setting timelines, milestones, and celebrating successes in tax collections.

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Effective Collections Management in Buncombe County

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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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