November 2, 2018 Newsletter
And the Survey Says…
Last month, our office sent a customer satisfaction survey, to our clients, to get a feel for what we are excelling at and where we can improve to serve you the best way possible.
Some of the results showed that 75% of respondents feel our customer service experience is above average or better, and 64% of respondents feel our knowledge base is above average or better.
We had lots of wonderful feedback and appreciate everyone who participated. As an incentive, everyone was entered for a chance to win a $100.00 gift card OR Cabella’s Portable Gas Grill. The winner of the that contest was Hailey of Horicon Bank.
Haunting Halloween Happenings
Halloween 2018 was a huge success at Finance System of Green Bay, Inc. We had a costume contest, and even Keeb got in on the action, this year!
Our first prize winner was Sally from the Nightmare Before Christmas with Progressive’s Flo coming in second.
What Is New Here
Website re-design: We are in the process of re-designing our website to bring it from drab to fab! You can expect to see changes like easier flow from each page, decrease in load times and updated content. Watch for the launch of the updated website, in the near future!
New consumer portal: Our software provider is developing a new consumer portal that will improve the online payment experience for your referrals, as well as lay the foundation for other ways to engage with them, in the future.
New servers, hardware capabilities: With all of the new features coming out, from our collection software provider, we are investing in all new hardware for the office. By upgrading, we will be able to offer our clients these added features while providing an additional security layer to our infrastructure. Look for these new features in the coming months.
Helpful Hint:
From time to time, our office will send you requests for additional information on your accounts. It is extremely important these requests get responded to in a timely manner. Most times, we are trying to provide debt verification, verify payments made or trying to move forward with legal action on an account.
Per the Fair Debt Collection Practices Act, if someone requests debt verification within the validation period, we must provide the appropriate paperwork, in a timely manner. If we don’t, we are in violation.
Per the Fair Credit Reporting Act, we must provide accurate information to the credit bureau. So, if we are trying to verify payments made and are reporting inaccurate balances to the credit bureau, we would be in violation.
Lastly, the longer it takes to receive a response from a client, the longer the account stays on hold and does not get worked. This means we are missing potential payments!
So, please respond to these requests at your earliest convenience, and if you ever see any discrepancies, please let us know!
Questions From Our Inbox:
“If you send me a request to take one of my accounts legal, who pays for the court and attorney fees?”
Answer: Finance System of Green Bay, Inc. incurs all court costs and attorney fees on each small claims action we take, on behalf of our clients. We litigate thousands of actions, per year, on behalf of our clients, which aids in recovering more monies for them. Our recovery percentage on accounts that have proceeded to legal action is 92% collected monies after two years.
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