Amanda Gilbert has experience dating to 2003, beginning her career as a Recovery Agent and subsequently achieving promotions to Team Leader and Manager based on her performance and motivational skills. Her experience as a Recovery Agent encompassed the effective procedures and communication skills necessary to locate and contact consumers; negotiate with consumers in a way that yielded more collections but was professional and respectful; and managed a portfolio of accounts in payment status, including verifying availability of funds and following up with consumers who had missed promised payments. Her experience as a Team Leader and Manager included training and developing the Recovery Agents assigned to her team(s), managing team assignments and workloads, scrutinizing daily inventory and prioritizing work based on client strategies, monitoring daily performance against goals, and documenting policies and standard work proc edures. This extensive, hands-on experience makes Amanda highly qualified to excel in recovery operations and to assist managers in developing not only their teams’ performance but also their interpersonal skills, including work relationships and leadership abilities.
Amanda joined ACSI in 2012 and is responsible for all front-line aspects of ACSI's operational activities to ensure our:
- Staffing organization is structured by market vertical - healthcare, government, higher education, and financial/private sector services and function to enable the Department Managers, Collection Managers, Team Leaders, Recovery Agents, and other front-line personnel to leverage their specialty knowledge and skills to create efficiencies that produce better results for our clients.
- Production operations provide a full range of services to our clients, including regulatory and client-contract compliance; automated and semi-automated skiptracing; strategic letter and call campaigns; client-custom debt negotiation and resolution; timely and accurate payment processing; supplemental services such as litigation, loan consolidation, rehabilitation, litigation, and administrative wage garnishment where approved on their behalf; and flexible reporting.
- Recovery operations focus on three key directives: meeting client recovery goals by the numbers, by consumer contact outcomes, and by compliance; making daily adjustments based on recovery data reports; and improving collection strategies to continuously improve ACSI's performance.
- Dedication to compliance, including client contract statements of work and service standard requirements and the laws and regulations governing the collection industry, are incorporated into every process and are subject to independent auditing by ACSI's internal quality assurance personnel and external third-party auditors; thus, operational management and front-line personnel have a vested interest in adhering to all regulatory and client-contract compliance requirements.
Prior to joining ACSI, Amanda worked for two other national collection agencies where she was responsible for working individual debt portfolios and managing and training production teams.