This module provides the credit professional with an introduction to how to make an effective collection call. Key information covered will include the importance of professionalism, how to prioritize and prepare for a call, details necessary for an effective call, the importance of documenting your calls, the importance of follow-up, and how to handle angry customers. In addition this module will present role-plays of several collection calls. After successful completion of this learning module the student will understand how to prioritize and plan for making a collection call, how to document and follow-up on collection calls, and how to handle angry customers.
Mary Kunz, attended the University of Nebraska before beginning work in the field of credit for Gucci in California in 1984. She went on to work for high tech and Fortune 500 companies such as Motorola, LSI Logic and Hewlett Packard. She is currently a credit manager in Houston, Texas for Merchants Metals, a division of MMI Products, one of the largest manufacturers of fence systems in the nation. Mary has been involved in NACM since 1989 and has actively participated in educational opportunities including International Credit and Advanced Financial Analysis.
Janis Rowe, CCE, has over 25 years experience in credit collections, working for both manufacturers and distributors, managing domestic and international business. She earned a Bachelor’s Degree in English and Psychology from Austin College 1982. Janis has been very active in NACM and NACM-CFDD since joining in 1987, serving on various committees, as a local officer and on the National CFDD board. Janis has worked for WESCO Distribution, a Fortune 500 electrical supply distributor, for over 12 years, starting as a Financial Services Supervisor and moving up to Region Financial Services Manager in 2005. She currently handles credit and collections and contract negotiation for four sales regions, totaling over $20 million in sales annually, with the assistance of 12 employees.