Our Culture: an Exceptional Culture of High Service Standards for Clients Who Wish to Team with a Recovery Agency That Values its Own and its Clients’ Reputations.
ACSI embraces a culture of high service standards for both our clients and consumers. We place supreme value on:
Our clients’ satisfaction with our services is the single most important motivator for us and the benchmark by which we evaluate our work product, customer service achievements, and performance references.
ACSI is committed to lasting and collaborative relationships with our clients. This commitment is evidenced by our positive and successful long-term relationships with our clients, many of which have been with ACSI since the company’s inception, and by our professional conduct, responsiveness, follow through, and sincere desire to form partnerships based on respect, trust, and mutually beneficial outcomes.
ACSI concentrates on delivering tangible quality at every level of the company’s operations. Internal and external auditing, call analytics and intervention, protected information scrutiny, and security incident monitoring are just some of the quality assurance filters we deploy.
While all ACSI personnel know they must conduct themselves in a professional manner when communicating with our clients and consumers at all times, ACSI differentiates itself from its peers in several ways that are not normally associated with a collection agency. ACSI Recovery Agents are expected to create a non-stressful experience for consumers when they communicate with them by exhibiting demeanor and attitudes that are respectful, not confrontational, maintaining voice tones that are helpful, not badgering, and interacting with consumers in a way that encourages positive resolution of their debts.
Unmatched Results: ACSI offers performance-based results for clients who wish to extract more revenue from their accounts receivable portfolios.
ACSI focuses its efforts on achieving the highest returns possible; we are consistently a top performer when measured against our peers via client score-cards. In the absence of a client scorecard, we consistently strive to improve performance with our own internal benchmarking and quality reviews. Highlights of some distinctive results we deliver to our clients include:
ACSI is a top-tier performer when measured against our peers
High Client Satisfaction
ACSI’s clients typically measure their satisfaction with us through several approval areas: superior security, excellent results, ease of implementation, fast response times, low administrative burden, and, of course, the professional manner in which we represent them. ACSI continually receives high client satisfaction marks in these approval areas.
Long-Term Client Relationships
Since our formation in 1988, ACSI has made client satisfaction a top priority, to which we have maintained a strong and steadfast commitment. This commitment drives our daily conduct which, when woven together over time, has resulted in many long-term client relationships, several of which have been with us since our inception.
Reputable Customer Service: Progressive, Client Customer Service Experience for Clients Who Wish to receive the highest level of service and support from their partner.
Exceptional client customer service is the basis of ACSI’s strong client relationships, high client satisfaction scores, cooperative and collaborative interactions, and superior work product and results. Some distinguishing characteristics of ACSI’s hallmark client customer service include:
To focus on our clients first, ACSI assigns dedicated representatives who enable our clients to stay in constant contact with us as well as providing dedicated services such as:
Client Service Representative (CSR)
A dedicated ACSI CSR is assigned to each ACSI client. CSR’s interact with clients on a daily basis and manage responsibilities, including onboarding and implementation, responding to client inquiries; investigating account discrepancies and anomalies; coordinating IT, connectivity, and client online access requirements; and submitting reports as prescribed by each client.
Operations Department Manager
A designated Recovery Manager experienced in the clients specific debt types is assigned to each client contract to manage collection activities and monitor performance and quality control; enforce client contract performance and regulatory standards, develop job descriptions, and establish work standards; and conduct workflow planning and operational analyses to enhance collection performance.
Resources from our Corporate Compliance, IT, Finance, and Human Resources departments support ACSI’s client contracts. These resources provide additional expertise in their respective knowledge areas to meet general and client-specific contract requirements, including technical and security requirements, trust accounting and remittance transactions, and ongoing recruiting to meet client capacity needs.
Client Access and Collaboration
Sharing information is critical to developing and maintaining successful relationships between business partners. Our Client Portal allows our clients highly secure access to obtain reports, transfer files, or exchange other key information. We also supply our clients with walk-through instructions for using the Client Center and provide hands-on training to clients as requested.
Enterprise Wide Quality: We achieve the right mix by starting with high recruiting and screening standards and retention through a comprehensive training, accountability, and recognition and reward system
ACSI employees have a higher-than-average tenure for our industry and, as a result, are highly experienced in their respective area of debt collection expertise. The qualifications and experience of the ACSI professionals who work with our clients and their consumers are one of the most important reasons for selecting ACSI as your recovery management agency.
The three segments of our Enterprise Wide Quality consist of:
Recruiting & Screening
ACSI’s primary recruiting goal is to match qualified candidates with the right job to foster retention. We use a variety of methods to generate candidate leads, including web-based sourcing and recruiting sites, job fairs, trade shows, employee referrals, and college campuses. ACSI screens all potential new employees prior to extending an offer of employment. Screening includes telephone and face-to-face interviews, third-party background checks for criminal offenses and convictions, credit reports for defaulted loans or delinquent debts that may preclude them from working on a client’s portfolio, as well as references and work history. Together, these screening measures ensure only the best candidates are asked to join our team. ACSI also performs criminal background checks on current employees annually to ensure the highest level of integrity is maintained.
Training & Development
ACSI’s training program incorporates classroom, on-the-job, and ongoing training to form a complete employee development approach. The program delivers the right combination of collections know how and regulatory compliance to ensure ACSI Recovery Agents are well-prepared to work the client accounts entrusted to us.
Management & Oversight
The most important ACSI differentiator is the positive motivating culture that has been the foundation of our company since its inception. With this important element in mind, management style varies based on individual personalities, but good managers know how to create a team environment and be leaders and motivators. ACSI’s management approach allows individual managers the latitude to follow their own style, but we also require they follow a company-approved structure to ensure consistency, regulatory compliance, and the best work product.
Data Security: Security for clients who wish to be 100% confident that their confidential data is protected.
As users and holders of client data, we understand the seriousness of our responsibility to protect client and consumer data and to ensure compliance with all federal and state regulatory mandates as well as our clients’ security requirements. The ACSI Edge offers multi-level security for clients who wish to know that their confidential data is protected and controls are in place to do just that:
Security compliance is complex and covers a broad range of activities, including information (financial, healthcare, personnel, and so forth), physical (facilities, work areas, and so forth), systems (networks, servers, and so forth), and regulatory governance (FISMA, HIPAA, and so forth). Non-compliance with any of these complex security compliance requirements has several ramifications that affect a number of stakeholders — ACSI, our clients and their consumers, and regulatory bodies. ACSI has therefore taken several steps to ensure broad comprehensive security compliance and certification that include:
Red Flag Rule
Nevada NRS 603a
Massachusetts 201 CMR 17.
SSAE-16 Type II (SOC 1) audit
Biannual internal and external PEN testing by 3rd party auditor
Monthly Network Scans
Risk Assessment and Treatment
Organization of Information Security
Human Resources Security
Physical and Environmental Security
Information Security Incident Management
Business Continuity Management
Governance, Risk Management & Compliance: Incorporating critical elements of regulatory compliance, quality assurance, security, and disaster preparation and recovery throughout our collection operations
We have instituted numerous programs, processes, and quality checks and balances to ensure complete compliance and ongoing quality improvement, including structured procedures and a documentation library, systems programming, training, auditing, and reporting. Compliance and controls are implemented, documented, measured, audited, and evaluated across ACSI’s entire business. In addition, internal and external auditing is performed to provide a double layer of assurance that ACSI is meeting not only our own quality compliance standards, but also the quality standards of our clients and the entities governing and regulating the collections industry. ACSI Compliance Team focuses on:
ACSI complies with the multitude of varied regulatory requirements — such as the Fair Debt Collection Practices Act (FDCPA), Privacy Act, Health Insurance Portability and Accountability Act, the Higher Education Act (Title IV), the Gramm-Leach-Bliley Act (GLBA), the Telephone Consumer Protection Act (TCPA) and the Dodd-Frank Wall Street Reform Consumer Protection Act (Dodd-Frank Act), Fair Credit Reporting Act (FCRA), and State consumer protection laws, to name a few — for which a debt collection agency, such as ACSI, is subject.
Stringent Internal Audits
ACSI has developed and implemented a detailed internal audit program. ACSI’s Quality Assurance department conducts monthly and annual audits that evaluate business operations against core areas that cover data security, legal and regulatory compliance, operations management, data storage and account records, policies and processes, job responsibilities, training, internal controls, targeted audits, and remediation of any findings. Audits are conducted against an internally developed and maintained program that factors legal and regulatory requirements, industry standards and best practices – and is constantly being evaluated for improvement in efficiency and accuracy.
Multiple Third-Party Audits
ACSI uses a number of independent firms to provide third-party auditing services for our organization. External audits provide an independent assessment of the effectiveness and compliance of ACSI’s quality program. They also provide validation and proof, frequently via certifications backed by recognized subject-matter authorities that ACSI is adhering to its quality program.
Client Contract Compliance and Quality Assurance
ACSI has a team that handles all of our quality assurance needs with respect to our client’s contractual obligations as well as In-house General Counsel and a VP of Compliance with Debt Collection Expertise.
Experience: Since 1988, ACSI has worked diligently for the benefit of our clients through professionalism, hard work, and an ongoing commitment to provide them with the highest level of service.
ACSI was founded in 1988 providing debt collection services to local retailers in 1988 and expanded to provide services to local healthcare providers shortly thereafter. With a successful start-up period, our client-centric service approach and excellent performance results led to our entrance into the higher education market. ACSI began the 1990s by representing our first guarantor client. Our success thereafter allowed ACSI to continually add to our client list, including clients in the healthcare, government, and financial markets. By the early 2000s, we had marked our transition from a small business to a large business.
Today, we provide nationwide collection services to assist our clients in recovering delinquent debts for: