Optio Solutions is among the 56 American debt collection agencies to have earned PPMS certification (Professional Practice Management System) from ACA International, a distinction achieved by only 1.36 percent of the 4,100 agencies. To become certified, a company must complete a rigorous application and auditing process. Optio has been certified since January 2013.
According to ACA International, certified agencies must meet program requirements that include developing an individualized professional practices system of management for their agency, creating supporting documentation for jobs and tasks performed by employees of the company, and submitting specific business records to an independent auditor to assure compliance with the program’s high standards for collection agency operations.
Other PPMS certification measures entail creating and maintaining a documented “Professional Practices” Manual; annual executive management reviews of the PPMS; the development of continuous improvement, internal auditing and corrective action programs; and a training program that identifies instructional needs and trains all personnel performing activities affecting the delivery of services.
Training Programs
The refinement of a continuous training program is critical to best-in-class debt collection agencies.
At Optio Solutions, newly hired collectors are expected to thoroughly understand and comply with all relevant federal and state laws as well as internal and client-specific requirements. Each debt collector must sign the ACA International Collector’s Pledge and pass an Fair Debt Collection Practices Act (FDCPA) exam before they are permitted to engage consumers via telephone.
Training includes establishing fluency with the policies and procedures encompassing the Red Flags Rule, consumer disputes, collection notices, Telephone Consumer Protection Act (TCPA) compliance and consumer telephone calls and data security.
Optio’s compliance and quality assurance team is led by the in-house counsel and manager of corporate compliance who works in concert with the QA supervisor and several QA representatives.
PPMS Certification Enhances Collections
The benefits of doing business with PPMS certified debt collection agencies include:
- Increased efficiency for better customer service
- Improved data security and physical security
- Improved solutions to compliance issues
- Enhanced disaster recovery
- More effectively trained staff
- Continuous measurement of client satisfaction
- Faster resolution of client services issues
- Company-wide commitment to quality assurance
- Documented procedures for consistent performance
Other ACA Certifications at Optio Solutions
As the most comprehensive, knowledge-based resource for success in the credit and collection industry, ACA International is committed to offering education, training and certification to debt collection agencies and their staffs. The organization offers five designations that are critical to maintaining full compliance:
- Credit and Collection Compliance Officer (CCCO)
- Credit and Collection Compliance Professional (CCCP)
- Professional Collection Specialist Designation (PCS)
- Trainer Specialist (TSP)
- Healthcare Collection Management (HCM)
Optio employs multiple individuals with CCCO certification (the legal team and collection managers) as well as several debt collectors who have studied a portion of the required coursework.
Companies interested in hiring a debt agency for the first time — or those looking to upgrade to a best-in-class agency — would be well-served by Optio’s individualized debt collection strategies. In addition to PPMS certification and full legal compliance, the agency offers the latest data security and technology to deliver consistent brand protection and measurable results.
Contact us today to learn more.
